Job Details
  • Reference21533_1603382107
  • LocationHong Kong City
  • SalaryNegotiable
  • Job TypeContract
  • Postedabout 1 month ago
  • ConsultantSteven Banh

Job 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

Job Requirements

  • Degree in Business Administration, Finance or other relevant subjects
  • Solid years of working experience in Pension Client Servicing at 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 interpersonal and communication skills in oral and written English and Chinese; fluent in English and Cantonese

Interested parties please click "Apply Now" or contact Steven Banh on +852 2833 4133 for more information.