HONG KONG, March 10 -- Hong Kong's customer service industry is in need of young talents, a survey showed here Friday, noting that only about a third of local young job seekers consider working in the industry as full-time.
The study was conducted by the Hong Kong Association for Customer Service Excellence Ltd. (HKACE), with 1300 local customers, customer service employers and graduate job seekers interviewed online in December 2016.
Only 32 percent of the young job seekers considered working in customer service industry as full-time, and long working hours and high pressure are the key problems of their concern, according to the survey.
At the same time, 74 percent of customer service employees shared the same perception, the survey showed.
Cally Chan, Vice Chairman of the HKACE told a press conference that given the tight supply of young joiners in the market, employers must put considerable resources on recruiting and retaining job talents, including offering competitive salary and providing better career path and a happier workplace.
Helping young people understand the positive sides of the customer service industry and focusing on work-life balance are also two effective ways to attract talents, Chan said.
The survey also showed that 80 percent of local customers have experienced good customer service in the past 12 months, and the data has been maintaining at a high level since 2013.
Founded in 2000, the HKACE is a non-profit organization representing more than 300,000 customer service practitioners in Hong Kong.
