About the role
Responsibilities
o Handle inbound and outbound call activities in Contact Centre
o Especially deal with demanding customers and complainants by supervising the communication process between such customers and internal call agents.
o Plan and suggest the strategy to deal with complicated and complaint cases.
o Execute the solution with call agents or may require calling the complainants on your own.
o Assist to manage a call centre sub-team, especially to monitor the answering quality and to provide necessary one-on-one coaching /one to all communication.
o Other special tasks as assigned from Manager
Requirements
o University graduate or at least diploma level with pension and finance experience
o At least 1 to 2 years of MPF client service experience, both in employer and member level
o Strong MPF and related knowledge
o Good communication and presentation skills and frontline experience, especially in handling of complaint and demanding customers
o Familiar with checking customer profile with back-office system
o Good problem solving skills
o Fluent in English and Mandarin
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