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

Job Duties:

• Handle inbound and outbound call activities in Contact Centre on MPF issue / eMPF related enquiries
• Plan and suggest the strategy to deal with complicated and complaint cases
• Execute the solution with call agents or may require calling the complainants
• 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:

• 14 days AL
• 17 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