Job Details
  • Reference21533_1594372734
  • LocationKowloon
  • SalaryNegotiable
  • Job TypeContract
  • Posted25 days ago
  • ConsultantYotska Lam

Our client is looking an Assistant Manager for their Customer Care team for MPF and ORSO related products and services.

Major responsibilities:

  • Handle customer complaints and written enquiries received via different sources independently and review verbally resolved complaints in accordance with documented procedures within standard turnaround time with high quality output
  • Being the central point in liaising with all external and internal related parties in complaint handling and communicate with complainants, both in written or verbal, to resolve the complaint properly so as to minimize the reputation risk of the company
  • Reports to the Customer Care Manager to ensure all complaints have been sufficiently investigated, analysed, and escalated where necessary
  • Conduct thorough investigation independently and identify the root cause and review the effectiveness of preventive measures and provide recommendations for business improvements where appropriate
  • Monitor and follow up action items with relevant parties to ensure timely implementation
  • Keep monitoring the progress of the investigation of the complaint in order to catch up the service turnaround time
  • Assist in arranging and providing training and sharing sessions to relevant parties to uphold complaints handling skills

Requirements:

  • Degree from university in related fields
  • Solid years of working experience in financial institutions settings
  • Good knowledge of MPF legislation and scheme administration process for MPF and ORSO products
  • Good analytical skills with critical mindset to conduct thorough investigation and analyse fact findings in particular complex cases
  • Ability to work under tight schedule and maintain high quality deliverables
  • Good customer service skill to explain the incident to complainant in order to settle the complaint
  • Good language skills in oral and written English and Chinese
  • Fluent in English and Cantonese

Interested parties please click "Apply Now" or contact Yotska Lam on +852 2833 4195 for more information.