职位介绍

Responsibilities:
- Manage and supervise the team of Client Service Officers to deliver hotline services for both corporate and individual customer
- Monitor the volume of incoming calls and allocate resources accordingly to maximize the handling capacity and minimize abundant calls
- Producing investigation report for any complaint received from clients against sales practice, operation procedures and operation decisions etc and formulate handling plan
- Identify any room for improvement in existing workflow and procedure and coordinate with concerned department to carry out the action plan for improvement
- Handle complaint referred by regulators, consumer council and government departments and drafting reply
- Recommend and escalate complaints case exceed own authority to senior for approval
Requirements:
- University graduate or above preferably major in law, journal or communication
- 2 - 5 years’ experience in customer service of which 1 –2 years experience in supervisory level, preferable in retirement business or life insurance
- Organized and analytical thinking, strong verbal and communication skills, highly initiative
- Ability to handle sensitive issue or complaints
3628 7183-38|178 1055 5275 27- Fluent in Mandarin, English and Cantonese