客戶服務主任／Customer Service Officer

聘用條款
申請人如獲錄用，將按非公務員合約條款聘任，為期一年。續約與否視乎屆時本部門的服務需要及受聘人的工作表現和品行而定。

Department 部門: Digital Policy Office 數字政策辦公室

職責
1823誠邀你加入我們的客戶服務專業團隊！如果你有志服務社會，自問懂得隨機應變，口齒伶俐又擅於與人溝通，請不要錯過此機會。
1823有別於一般客戶服務中心，你將有機會學習有關政府職能架構及部門的專業知識。我們不但會提供完善的入職培訓，你更可透過工作累積經驗掌握客戶服務的專業技巧，增進溝通能力，擴闊視野。
客戶服務主任的職責是通過電話和電郵處理公眾的查詢及轉介投訴，每天會處理來自不同背景的市民的來電及函件，實在是難得又充滿挑戰的工作體驗。
此職位須輪班工作，包括星期六、星期日、公眾假期及通宵班(約每兩個月出任通宵班五日)。假如你喜愛間中於不同日子放取休息日，輪班模式可能更適合你。請注意，為確保向市民提供24小時服務，若輪班當日遇上惡劣天氣(例如颱風及黑色暴雨)，亦需如常工作。
面試預計將於2026年9月下旬舉行。獲聘用者最快須於2026年11月下旬上任及被調派至油麻地或長沙灣的1823辦公室工作。
想知道更多詳情，請瀏覽 www.1823.gov.hk。如你想了解更多關於1823客戶服務主任的工作，請前往https://www.1823.gov.hk/tc/recruitment/customer-service-officer觀看短片介紹。

福利
(a) 受聘人如圓滿完成整個合約期，並在合約期內的工作表現和行為持續優良，可獲發放約滿酬金，金額與政府按《強制性公積金計劃條例》(第485章)為受聘人向強制性公積金計劃的供款相加後，將不多於受聘人在合約期內支取的基本薪金總額的10%。如完成續約聘用期，而且工作表現滿意，可獲得的約滿酬金連同政府為受聘人向強制性公積金計劃所作的供款，等於續約聘用期內所得底薪總額的15%。
(b) 受聘者可在符合《僱傭條例》規定的適當情況下，享有休息日、法定假日(或代替假日) 、年假、產假、侍產假和疾病津貼，受聘人可享有的有薪年假為每年十日。如工作表現理想，則可享有不多於四日的額外有薪年假。

申請方法
(1) 申請人必須透過公務員事務局的G.F. 340網上申請系統(https://www.csb.gov.hk)作網上申請。
(2) 申請書如資料不全或以親身、郵寄、傳真或電郵方式遞交，概不受理。
(3) 申請人現階段毋須遞交任何有關學歷的證明文件。稍後，如申請人獲邀參加遴選面試，則須準備有關文件，以供審查。
(4) 申請人如獲邀參加面試，通常會於截止申請日期後約兩至三個星期內以電郵形式接獲通知。如申請人不獲邀參加面試，則可視作經已落選。

Duties
1823 would like to invite you to join our professional customer service team! If you have the passion to serve the society, respond eloquently in any situations, are articulate and good at communicating with people, please don't miss the chance to join us!
Being different from other customer service centres, 1823 will provide you with sufficient opportunities to get familiar with the organizational structure and functions of the government as well as specialist knowledge related to different government departments. Comprehensive on-the-job training will be provided to you. Working with 1823 will enable you to acquire customer service skills, enhance your ability to communicate effectively and broaden your horizon.
A Customer Service Officer is required to handle enquiries and refer complaints from the public through phone, email, etc. He/She manages calls and enquiries from all walks of life every day. This is surely a unique and challenging work experience! The post-holder is required to work on shifts, including on Saturdays, Sundays and public holidays as well as overnight shifts (5 days’ overnight duty in around 2 months). If you would like to take rest days on different days, working on shifts ay fit you better. In order to ensure that round-the-clock service be provided to the public, you will need to work as scheduled in the event of inclement weather such as during typhoons and black rainstorms.
Interview are expected to be arranged in late September 2026. Successful candidates are required to assume duty in late November 2026 the earliest and are subject to deployment to the 1823 offices in Yau Ma Tei or Cheung Sha Wan.
For more information, please visit our website at www.1823.gov.hk. If you would like to understand more about the work of a Customer Service Officer, please view our videos at https://www.1823.gov.hk/en/recruitment/customer-service-officer.

Terms of appointment
Successful candidates will be appointed on non-civil service contract terms for a period of one year. Renewal of contract will be subject to the service need of the Department, performance and conduct of the appointee.

Benefits
(a) Upon satisfactory completion of the full contract period, a gratuity may be granted to the appointee who has consistently achieved a high standard of performance and conduct. The amount will be the sum which, when added to Government’s contribution to the Mandatory Provident Fund Scheme as required by the Mandatory Provident Fund Schemes Ordinance (Cap. 485), will not exceed 10% of the total basic salary drawn during the contract period. On satisfactory completion of the renewal contract, the end-of-contract gratuity which, together with the Government’s contribution to the Mandatory Provident Fund Scheme, will be equal to 15% of the total basic salary received during the renewal contract period.
(b) Rest days, statutory holidays (or substituted holidays), annual leave, maternity leave, paternity leave and sickness allowance, where appropriate, will be granted in accordance with the Employment Ordinance. Appointees will be entitled to paid annual leave of ten days. Not more than four additional days of annual leave will also be granted to appointees with satisfactory performance.

How to apply
(1) Applicants must apply online through the G.F. 340 Online Application System of the Civil Service Bureau (https://www.csb.gov.hk).
(2) Applications which are incomplete or submitted in person, by post, by fax or by e-mail will not be accepted.
(3) Applicants are not required to submit any documents related to academic qualification for the time being. Yet, applicants are required to produce documents for scrutiny if being invited to attend a selection interview.
(4) Applicants who are selected for interview will normally receive an invitation by email in about two to three weeks from the closing date for application. Those who are not invited for interview may assume that their applications are unsuccessful.

Source: Recruitment advertisements for government vacancies, Civil Service Bureau, Government of the HKSAR, via DATA.GOV.HK.
資料來源：香港特別行政區政府公務員事務局政府職位空缺招聘廣告（經 DATA.GOV.HK 發放）。