Handles customer enquiries and complaints regarding all activities in pension operation process and maintains smooth daily operation of service hotline and handles complex complaints

Roles and Responsibilities

Hotline Operation

• Supports the team to deliver service and maintain smooth daily operation to meet service benchmark.
• Monitors call traffic and arrange adequate workforce to meet service targets
• Trains the team in different aspects, such as product knowledge, system knowledge and telephone handling skills.
• Assists immediate supervisor to identify/implement the service improvement initiatives through system enhancement, process reengineering and etc
• Handles complex and complaint calls escalated from the team
• Reports problems, potential crisis and complaints to immediate supervisor for service improvement.
• Deliver real time monitoring on the floor quality to avoid potential complaint and provide comprehensive and accurate solution.
• Identify the operation issue by monitoring the real cases and work closely with AIAPT Team Heads to offer a long term solution

   

Administrative Works

• Reviews and endorse time sheet of the team
• Works closely with Business Partners to resolve the complaints and uncertain issues.
• Prepare periodic call performance report to internal and external business partners.
• Analyse and evaluate the follow up cases.
• Manage the long pending cases of the team.

   

Other responsibilities

• Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements.

Job Requirements

• Tertiary education graduate in any discipline, or
• Secondary education graduate plus minimum 7 to 8 years relevant experience, or
• Minimum 7 years experience in call center operation; of which 4 years is in supervisory level;
• Hands-on experience in customer service;
• Basic insurance knowledge would be definitely an advantage.