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Senior Customer Care Manager
HKTHong Kong HK, HK18 days ago
Job descriptionUniversity graduate or at least diploma level with pension and finance experience At least 6 to 7 years of MPF client service experience, both in employer and member level; at leaset 3 years supervisory experience At least 1 year of team management or supervising experience 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 leadership and problem solving skills Fluent in English and Mandarin
Responsibilities
- Lead a team to manage a special customer care team to handle special customers with demanding nature / potential complaint condition / complaint background in Contact Centre
- Monitor and supervise the communication process between complainants / demanding 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
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Senior Customer Care Manager • Hong Kong HK, HK
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