Senior Customer Care Executive, eMPF Contact Centre

About the role

The Senior Customer Care Executive will work in the eMPF Contact Centre, handling inbound and outbound calls related to MPF and eMPF enquiries and complaints. The role involves developing strategies for complex cases and ensuring timely resolution.

Key responsibilities

• Handle inbound and outbound call activities on MPF/eMPF related enquiries.
• Plan and suggest strategies for complicated and complaint cases.
• Execute solutions with call agents or directly contact complainants.
• Perform other special tasks as assigned by the Manager.

Required profile

• Degree or Diploma in Business Administration, Finance, Pension Management or related field.
• Minimum 2 years experience in banking or financial services, with at least 2 years in customer service or call centre.
• Strong knowledge of MPF schemes and pension regulations (highly preferred).
• Excellent communication, interpersonal and presentation skills.
• Proven ability to handle complaints, resolve complex issues and manage demanding customers.
• Familiarity with back‑office systems and customer profile verification processes.
• Strong analytical and problem‑solving skills with attention to detail.
• Fluent in spoken and written English, Mandarin and Cantonese.

What we offer

• 14 days annual leave, 17 public holidays, birthday leave and additional leaves (marriage, court, examination, volunteer, compassionate).
• MPF/ORSO contribution and scholarship for further studies.
• Life, medical, family health and dental insurance.
• Staff discounts and free access to company amenities.