Contact Centre Advisor - HK Region (Non-Voice Channel)

Build a healthier and more sustainable future for everyone.

About the Role

Responsible for handling customer inquires via telephone, email, or online platform

Job Responsibilities:

1. Written Enquiry

Handle written enquiries and non-agent related complaints referred by other departments and as assigned by superiors:

• Execute operation procedures in compliance with the documented procedures, service benchmarks, regulatory requirements, Company's policies and practices.

• Provide prompt services and accurate policy information with professional advices.

• Handle customers special requests in relation to policy matters with reference to applicable guidelines.

• Handle customer complaints tactfully and resolve complaints by empowerment/carry out service recovery actions if appropriate.

• Escalate cases upward timely with reference to applicable guidelines.

2. Quality Assurance with Continuous Improvement

Provide quality services to customers with continuous improvement:

• Collect customer feedback for continuous improvement.

• Report regularly to superiors of any operation problems encountered and suggest action items.

• Participate in projects or assignments relating to service enhancement.

• Work towards the service direction of Customer Experience Transformation Program (CETP) and Ease of Doing Business (EoDB).

3. Support to Working Partners

Provide support within and across teams to ensure smooth operation and achieve service alignment:

• Equip with other CS skill sets via job rotation or attachment.

• Provide support within and across teams within self's knowledge and ability.

4. Other Responsibilities

Perform other responsibilities and duties periodically assigned by superior(s) in order to meet operational and / or other requirements.