Senior Customer Care Manager

Responsibilities

• Lead a team to manage a special customer care team to handle special customers with demanding nature / potential complaint condition / complaint background in Contact Centre
• Monitor and supervise the communication process between complainants / demanding customers and internal call agents.
• Plan and suggest the strategy to deal with complicated and complaint cases.
• Execute the solution with call agents or may require calling the complainants on your own.  
• 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

Requirements

• University graduate or at least diploma level with pension and finance experience
• At least 6 to 7 years of MPF client service experience, both in employer and member level; at leaset 3 years supervisory experience
• At least 1 year of team management or supervising experience
• 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 leadership and problem solving skills
• Fluent in English and Mandarin