职位介绍

Responsibilities:
- Supervising and managing daily operations of Call Centre
- Develop and plan strategies, programs to upgrade skills and product knowledge for the call centre teams
- Organize, implement and monitor the call centre’s resources and activities
- Resolve the complex and difficult complaints escalated from supervisors
- Compliance with regulator’s request on reporting of complaint case handling activities
- Decision making for complaint case exceed delegated authority cases escalating from other complaint officer and recommend decisions for complaint cases exceed own authority
- Administration on customer service guidelines and procedures based on practical experience
- Leading the team to handle customer telephone enquiry, correspondence enquiry and the complaint cases referred by regulator, consumer council and government departments
- Keep abreast of major development in related to competitors’ product and service offered and other significant changes in the industry
- Decide and ensure approaches, policies in developing harmony and team work culture in Call Centre
Requirements:
- University graduate or above preferably major in medicine, legal and communications
- 5 - 6 years related works experience of which 2 – 3 years in management experience in sales and client service preferred in financial service industry or life insurance.
- Organized and analytical thinking, highly initiative and good people management skills
- Excellent oral and written communication both in Chinese and English, strong presentation and interpersonal skills
3628 7184-50|178 4244 1136 53- Able to work under pressure in ever-changing business environment