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[Distinguished Public Officers] Winnie, Customer Services Officer of Hong Kong Housing Society

Winner of The Ombudsman’s Awards 2022 for Officers of Public Organisations“Clear operation guidelines can enhance efficiency, while active listening and communication skills are also essential.” Ms Chan Wing Yi, Winnie, Customer Services Officer, Hong Kong Housing Society "During various surges of the pandemic, property owners took more care about social distancing. Some owners would request us to downsize the on-site defect management team and minimise the number of workers entering their premises to carry out rectification works, as well as ensure that the works progressed as scheduled. Fully understanding their feelings and concerns in the circumstances, I tried my best to coordinate with contractors and offered help to the owners." (The video is in Cantonese) For more details of The Ombudsman’s Awards 2022, please visit the website of the Office of The Ombudsman.  

[Distinguished Public Officers] Jack, Operation Officer (Customer Service) Airport Authority

Winner of The Ombudsman’s Awards 2022 for Officers of Public Organisations“To help travellers navigate the multiple requirements imposed due to COVID-19, we need to show empathy to address their problems.” Mr Chung Ka Hin, Jack, Operation Officer (Customer Service) Airport Authority "In October 2021, I encountered at the Hong Kong International Airport a transit passenger who needed to present a report of a PCR test to enter his final destination. He was worried and anxious after realising that the report was mistakenly put into checked baggage. I immediately let him use my personal email account and helped him contact the testing institution to verify his details. Eventually, he successfully obtained a duplicate of the report and proceeded with the journey." (The video is in Cantonese) For more details of The Ombudsman’s Awards 2022, please visit the website of the Office of The Ombudsman.  

Customer Service Officer

Ka-man Ng, a 1823 Customer Service Officer, perceives 1823 as a bridge that facilitates communication between the citizens and the Government. She and her teammates possess profound knowledge of Government’s organisation structure and functions of different departments since they are required to handle cross-department cases from time to time. What are crucial to case-handling?  Ka-man suggests recording the key points, taking follow-up actions actively and relaying the replies from various departments to arrive at a satisfying result for all parties. Ka-man takes the Ombudsman’s Award as a recognition to her work and the service of the 1823 centre. 1823 provides round-the-clock one-stop service to answer public enquiries for 23 participating departments and to receive complaints, suggestions and compliments about any area of Government services from the public. Organisation chart

Customer Service Officer (Q&A)

There is a lot of discussion on the post of Customer Service Officer of 1823 on the internet, but how much fact is there? Please watch our video to find out more information about the work of Customer Service Officer of 1823 and its career prospect. Organisation chart

Customer Service Officer

There is a lot of discussion on the post of Customer Service Officer of 1823 on the internet, but how much fact is there? Please watch our video to find out more information about the work of Customer Service Officer of 1823 and its career prospect. Organisation chart

Assistant Customer Service Supervisor/Customer Service Officer

Do you consider yourself an empathetic person with high EQ? Are you enthusiastic about serving the public with a genuine heart? If so, you might be a suitable candidate for Assistant Customer Service Supervisor or Customer Service Officer in 1823. Their main duties include identifying a solution to public enquiries swiftly, handling their questions about related government departments, and conveying their comments or complaints to the government via the hotline. New recruits will receive a series of training which covers computer system operation, manners, and knowledge of different departments before they are deployed to serve. In this video, Ivan and Angel show you more about their jobs. *Efficiency Unit (now known as Efficiency Office) Organisation chart