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Manager, Complaint Management (eMPF).
PCCWHong Kong HK, HK30 天前
职位描述Bachelor’s degree in Business Administration or a related discipline. Minimum 5 years of experience in customer service management, with a proven track record in complaint resolution. Experience in the pension industry and handling pension-related complaints is highly preferred. Strong understanding of pension products and services, with an ability to address related complaints effectively. Excellent communication skills with a good command of English and Chinese is essential. Strong analytical and problem-solving skills, with a capacity to make quick and effective decisions.
Manager, Complaint Management (eMPF)
Responsibilities :
As the Manager of Complaint Management, you will lead a dedicated team to effectively handle and resolve customer complaints related to eMPF from various channels.
- Oversee and conduct thorough investigations into customer complaints received via calls, emails, and other communication channels. Ensure all issues are resolved promptly and satisfactorily.
- Direct and monitor the daily operations of the customer complaint team, providing guidance and support to ensure the high performance of team members.
- Maintain compliance with all regulatory and legal requirements for customer complaints across various platforms. Implement and manage processes to ensure timely resolution of all issues.
- Work closely with the operations and support teams to refine and enhance complaint-handling procedures. Foster a collaborative environment to ensure smooth and efficient operations.
- Regularly analyze complaint trends and prepare reports for management to develop an improvement plan.
Requirements :
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Manager Management • Hong Kong HK, HK
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