Customer Care Executive

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