About this 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 Supervisor/ Manager Requirements o DSE or above o At least 5 years Customer Service experiences and 2 years in complaint handling 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