About this role
<p><span style="font-size:16.0px"><b><span style="font-family:Arial, Helvetica, sans-serif">Responsibilities</span></b></span></p> <p class="x"><span style="font-size:12.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:black">o Handle inbound and outbound call activities in Contact Centre </span></span></span></p> <p class="x"><span style="font-size:12.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:black">o Especially deal with demanding customers and complainants by supervising the communication process between such customers and internal call agents. </span></span></span></p> <p class="x"><span style="font-size:12.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:black">o Plan and suggest the strategy to deal with complicated and complaint cases.</span></span></span></p> <p class="x"><span style="font-size:12.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:black">o Execute the solution with call agents or may require calling the complainants on your own. </span></span></span></p> <p class="x"><span style="font-size:12.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:black">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.</span></span></span></p> <p><span style="font-size:12.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:black">o Other special tasks as assigned from Manager</span></span></span></p> <p> </p> <p><b><span style="font-size:16.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:black">Requirements</span></span></span></b></p> <p><span style="font-size:12.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:black">o University graduate or at least diploma level with pension and finance experience</span></span></span></p> <p class="x"><span style="font-size:12.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:black">o At least 1 to 2 years of MPF client service experience, both in employer and member level</span></span></span></p> <p class="x"><span style="font-size:12.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:black">o Strong MPF and related knowledge</span></span></span></p> <p class="x"><span style="font-size:12.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:black">o Good communication and presentation skills and frontline experience, especially in handling of complaint and demanding customers<br> o Familiar with checking customer profile with back-office system</span></span></span></p> <p class="x"><span style="font-size:12.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:black">o Good problem solving skills </span></span></span></p> <p class="x"><span style="font-size:12.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:black">o Fluent in English and Mandarin</span></span></span></p> <p> </p>