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Manager - Customer Care Team
1 week ago
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.
- 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.
Mid-Senior level
Employment Type:Full-time
Job Function:Customer Service
Industries:Financial Services and Pension Funds
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