Senior Customer Service Officer - MPF & Easy MPF

Responsibilities:

• Handling inquiries about MPF and eMPF at the hot line center

• Plan and propose strategies for complex and complaint cases

• Execute the solution or need to directly contact the complainant

• Assist the management team in improving service quality and provide necessary one-on-one coaching and team communication

• Complete other tasks assigned by the manager

Working hours: Monday to Friday 09:00 - 19:00 (daily 8-8.5 hours)/ Saturday 09:00 - 13:00 (long and short weeks)

Requirements:

• Have a diploma or above academic qualifications

• Have local bank work experience and or Preference will be given to those with financial institution work experience in handling professional retirement benefits

• Have experience in handling complaints/call centers

• Have good communication and expression skills, especially in handling complaint cases and high-demand customers

• Familiarity with using the system to check customer information

• Have good problem-solving skills

• Good Chinese and English oral and written skills

PCCW is an equal opportunity employer and welcomes all qualified individuals to apply for positions. The information provided by the applicant is kept strictly confidential and is used for recruitment purposes only. When using the personal information provided by the applicant, the employer will strictly comply with the provisions of its personal information policy and will immediately provide a copy of the policy upon receipt of a request.