Customer Service Executive

Job Duties

• To provide excellent customer service to the users of HKT Teleservices eMPF Program
• To handle incoming enquiries and complaints received via telephone, email, Webchat, fax and letter channels according to pre-defined Operating Manual and Work Procedures
• To follow up outstanding or assigned enquiry and complaint case with eMPF users
• To provide assistance and guidance to eMPF Portal and Mobile APP users
• To refer the non eMPF related issues to respective third party for action
• To prepare written acknowledgement and other correspondences to the enquiries/complainant
• To meet the compliance, service quality and SLA standard of the program

Education / Qualification

• Form 5 graduate 

Skills / Knowledge

• Form 5 graduate with at least 1 year’ experience in contact centre/banking/insurance industry.  Experiences in working at an Omni-channel service operation will be an advantage.
• Experience in Hong Kong MPF/Insurance/Banking contact centre is preferred
• Good knowledge on Hong Kong MPF scheme is an advantage 
• Good customer service mindset and attitude
• Good communication and listening skills
• Good command in both written and spoken Cantonese and English. Fluent Putonghua is an advantage.

Working Experience 

• 1 year’ experience in contact centre/banking/insurance industry.  Experiences in working at an Omni-channel service operation will be an advantage.