Customer Care Manager

Responsibilities

o Manage a special customer care team to handle special customers with demanding nature / potential complaint condition / complaint background in Contact Centre

o Monitor and supervise the communication process between complainants / demanding customers and internal call agents.

o Plan and suggest the strategy to deal with complicated and complaint cases.
o Execute the solution with call agents or may require calling the complainants on your own.  
o 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.
o Other special tasks as assigned from Manager

Requirements

o University graduate or at least diploma level with pension and finance experience

o At least 3 to 4 years of MPF client service experience, both in employer and member level

o At least 1 year of team management or supervising experience

o Strong MPF and related knowledge

o Good communication and presentation skills and frontline experience, especially in handling of complaint and demanding customers
o Familiar with checking customer profile with back-office system

o Good leadership and problem solving skills

o Fluent in English and Mandarin