Key Responsibilities:

• Investigate and handle customer complaints received through various channels, including hotline, letter, email, other electronic means
• Prepare detailed written responses to reply to the complainants based on the investigation findings
• Maintain accurate records of all complaints and resolutions
• Prepare reports and analyze on complaint trends and outcomes
• Ensure compliance with regulatory requirements and internal policies
• Recommend feasible and practical enhancement to address customer needs, improve customer satisfaction level, and enhance efficiency and effectiveness of the workflows
• Proactively identify service gaps and report to the supervisor or relevant team to adjust the gap
• Conduct service quality monitoring and provide suggestions for service quality improvement.
• Monitor internal and external customer service standard
• Work closely with other departments in the planning and delivery of services provided by the Company
• Communicate with internal and external customers for implementation of new legislation or products or services to prepare for the changes
• Take up ad hoc tasks and projects as assigned from time to time

Requirements:

• Bachelor’s degree holder in business discipline
• 5 years of relevant work experience in complaint handling and related role in pension or finance industry
• Knowledge in operation of call centre, telemarketing and pension scheme administration is preferable
• Strong customer service experience with at least 2 years of work experience in coaching or supervisory role
• Investment Representative License and MPF license as approved by SFC / MPFA is preferable
• Good understanding of MPF & ORSO is preferable
• Excellent communication skills and telephone manner with customer-centricity mindset
• Excellent written skills in both English and Chinese
• Proficiency in spoken English, Cantonese and Mandarin

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