Call Centre Specialist - Tier 2 Support (eMPF Project | Banking/Insurance Welcome)

Call Centre Specialist - Tier 2 Support (eMPF Project | Banking/Insurance Welcome)

We are establishing a new team focused on overseeing eMPF call center operations and managing various projects related to employee and employer relations. We are looking for talented individuals to join us in handling inquiries and complaints from employers, employees, and brokers etc. This role will be crucial in ensuring effective communication and resolution of issues, contributing to a positive experience for all stakeholders involved.

Job Duties:

• 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
  

To succeed in this role:

• University graduate or at least diploma level with pension and finance experience
  
• At least 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
  

What we offer:

• days AL
  
• days Public Holidays
  
• Birthday Leave
  
• Extra leaves, including Marriage Leave, Court Leave, Examination Leave, Volunteer Leave and Compassionate Leave
  
• MPF / ORSO contribution
  
• Discretionary Bonus
  
• Scholarship for further studies
  
• Life insurance and medical benefits
  
• Family health benefits
  
• Dental benefits
  
• Staff discount
  
• Free access to the company's amenities\