Senior Customer Care Executive

Role Overview

• Handle inbound and outbound call activities in Contact Centre
• Especially deal with demanding customers and complainants by supervising the communication process between such customers and internal call agents.
• Plan and suggest the strategy to deal with complicated and complaint cases.
• Execute the solution with call agents or may require calling the complainants on your own.
• 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

Requirements

• University graduate or at least diploma level with pension and finance experience
• At least 1 to 2 years of MPF client service experience, both in employer and member level
• Strong MPF and related knowledge
• Good communication and presentation skills and frontline experience, especially in handling of complaint and demanding customers
• Familiar with checking customer profile with back-office system
• Good problem solving skills
• Fluent in English and Mandarin