Key Responsibilities:

• Handle customer complaints / feedback and review internal workflows / procedures to identify service gaps. Recommend feasible / practical systems and service enhancement to meet / exceed customer expectations, thus, increase customer satisfaction, loyalty and advocacy
• Keep abreast of customer service market trend, capture voices of customers and conduct root cause analysis
• Assist in formulating strategic initiatives that add value to customer experience and improve operational efficiency and organizational effectiveness
• Conduct service quality assessments to monitor internal service standard.  Provide training / coaching sessions to ensure compliance with internal guidelines/ regulatory standard and achievement of service excellence

Requirements:

• University graduate in business discipline
• Minimum 3-5 years of work experience in complaint handling or customer service, preferably in pension / financial industry
• Sound knowledge in MPF & ORSO product would be an advantage
• Strong initiative, excellent customer service mindset, , good analytical, problem-solving and interpersonal skills
• Strong presentation skills with excellent verbal and written communication skills in English and Chinese. Fluency in Putonghua is an advantage.
• Proficiency in PC skills such as MS excel, word, powerpoint
• Candidate with less experience will be considered as Assistant Manager, Customer Experience

Remuneration will be commensurate with qualification and experience. Please send your application with detailed resume indicating both present and expected salary and date of availability to the Human Resources Department, 18/F Cosco Tower, 183 Queen’s Road Central, Hong Kong, or click 'Apply Now' or fax to 23143984.

(Personal data collected will be used for recruitment purpose only and will be kept strictly confidential)