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Customer Experience Manager (Quality Assurance & Complaint Handling)***Attractive Package***

Conners Consulting Limited

  • Company Industries:Banking

Job Information

  • Post Date:2020-04-06
  • Career Level:Middle
  • Location:Not Specified
  • Yr(s) of Exp:4 years
  • Qualification:Degree
  • Salary:Salary provided
  • Employment Type:Full Time, Permanent
  • Job Function:Others

Job Description

Our client, a well-known Pension company in Hong Kong, is looking for a high caliber to join the group.

Responsibilities:

  • Handle verbal & written customer complaints / feedback and review internal workflows / procedures to identify service gaps.
  • Formulate, drive and implement process enhancement initiatives to improve operational efficiency and effectiveness
  • Conduct service quality assessments (e.g. Call monitoring) to monitor internal service standard. 
  • Provide training / coaching sessions to ensure compliance with internal guidelines/ regulatory standard and achievement of service excellence
  • Analyze customer opinions and complaints, identify areas for enhancing service quality, and prepare reports and recommendations, on the regulated business activities accordingly

 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  

Interested parties please direct contact Ms Eppie Lee at 3997 3928 or send CV to eppie[at]connersconsulting[dot]com

Only shortlisted candidates will be notified. 
Applicants who are not contacted within two weeks may consider their applications unsuccessful.
All data collected will be used for recruitment purpose only & will be used strictly confidential.

Conners Consulting Limited

2005 Kai Tak Commercial Building 317 Des Voeux Road Central Hong Kong
Tel: (852) 3996 8090 
Website: http://www.connersconsulting.com/

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