Responsibilities

• 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
• 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
• Lead and drive customer experience related projects

Requirements

• University graduate in business discipline
• Minimum 10 years of working experience in pension / financial industry
• Strong customer service experience, with at least 5 years of experience in a coaching / supervisory role
• Good understanding of MPF & ORSO is a must
• Passed MPF Intermediaries Examination and with SFC Licensed Representative qualification is a definite advantage
• Sophisticated in service quality assurance, customer experience management and project management is an advantage
• Strong initiative, positive thinking with excellent service mindset, innovative mind, 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 Visco and MS excel