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Manager, Complaint Management (eMPF). Job Opening In hong kong hk hk – Now Hiring PCCW


Job description

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:

  • 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.
  • Required Skill Profession

    Operations Specialties Managers


    • Job Details

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