Manager - customer care team

4 weeks ago

Central And Western District, Hong Kong SAR China BCT Group - BCT Financial Ltd & Bank Consortium Trust Co Ltd Full time

Vice President, Human Resources at BCT Group - Bank Consortium Trust Co Ltd & BCT Financial Ltd Key Responsibilities: Investigate and handle customer complaints received through various channels, including hotline, letter, email, and 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 complaint trends and outcomes. Ensure compliance with regulatory requirements and internal policies. Recommend feasible and practical enhancements to address customer needs, improve customer satisfaction levels, and enhance the efficiency and effectiveness of workflows. Proactively identify service gaps and report to the supervisor or relevant team to address the gaps. Conduct service quality monitoring and provide suggestions for service quality improvement. Monitor internal and external customer service standards. Work closely with other departments in the planning and delivery of services provided by the Company. Communicate with internal and external customers for the 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 roles in the 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 roles. 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 a customer-centric mindset. Excellent written skills in both English and Chinese. Proficiency in spoken English, Cantonese, and Mandarin. Seniority Level: Mid-Senior level Employment Type: Full-time Job Function: Customer Service Industries: Financial Services and Pension Funds#J-18808-Ljbffr

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    4 weeks ago

    Central And Western District, Hong Kong SAR China BCT Group - BCT Financial Ltd & Bank Consortium Trust Co Ltd Full time

    Vice President, Human Resources at BCT Group - Bank Consortium Trust Co Ltd & BCT Financial LtdKey Responsibilities:Investigate and handle customer complaints received through various channels, including hotline, letter, email, and other electronic means.Prepare detailed written responses to reply to the complainants based on the investigation...

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