About this role
<p><strong>Responsibilities</strong></p> <p>o Handle inbound and outbound call activities in Contact Centre</p> <p>o Especially deal with demanding customers and complainants by supervising the communication process between such customers and internal call agents.</p> <p>o Plan and suggest the strategy to deal with complicated and complaint cases.<br>o Execute the solution with call agents or may require calling the complainants on your own. <br>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.<br>o Other special tasks as assigned from Manager</p> <p> </p> <p><strong>Requirements</strong></p> <p>o University graduate or at least diploma level with pension and finance experience</p> <p>o At least 2 to 3 years of MPF client service experience, both in employer and member level</p> <p>o Strong MPF and related knowledge</p> <p>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</p> <p>o Good problem solving skills</p> <p>o Fluent in English and Mandarin</p>