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