About this role
Our Role: Handle inbound and outbound call activities in Contact Centre on MPF issue / eMPF related enquiries Plan and suggest the strategy to deal with complicated and complaint cases Execute the solution with call agents or may require calling the complainants 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 Other special tasks as assigned from Manager To Succeed Your Role: Diploma or above Around 2 years of banking and finance experience, preferably in a frontline position OR at least 6 months of pension experience Candidates with complaint handling experience will be a definite advantage Good communication and presentation skills, especially in handling of complaint and demanding customers Familiar with checking customer profiles with the back-office system Good problem-solving skills Fluent in both written and spoken English and Chinese 職責： 處理熱線中心內有關強積金（ MPF ）及積金易（ eMPF ）的查詢電話 計劃和建議應對複雜和投訴案件的策略 執行解決方案，或需要直接聯絡投訴人 協助管理團隊服務質素，並提供必要的一對一輔導及團隊溝通 完成經理分派的其他工作 工作要求： 具備文憑或以上學歷 具備約 2 年銀行或金融機構工作經驗 或 具 6 個月處理職業退休金的相關工作經驗 具備處理投訴 / 前線經驗者優先考慮 具有良好的溝通和表達能力，特別是在處理投訴案件和高要求客戶方面 熟悉使用系統檢查客戶資料 具備良好的解決問題能力 良好中文及英文口語及書寫能力