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Senior Executive, Complaint Investigation at hktservice

Hong Kong Island, Hong Kong, China -

Full Time

Start Date

Immediate

Expiry Date

02 Feb, 26

Salary

0.0

Posted On

04 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Complaint Handling, Customer Service, Communication Skills, Problem Solving, MPF Knowledge, Coaching, Call Centre Management, Presentation Skills, Frontline Experience, Customer Profile Checking

Industry

Software Development

Description

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 Manager Requirements o University graduate or at least diploma level with pension and finance experience o At least 1 to 2 years of MPF client service experience, both in employer and member level 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

Responsibilities

The Senior Executive will handle inbound and outbound call activities in the Contact Centre, particularly dealing with demanding customers and supervising communication between them and internal agents. They will also plan strategies for complicated cases and assist in managing a call centre sub-team.