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