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Assistant Vice President, Enquiry Management at hktservice
Hong Kong Island, Hong Kong, China -
Full Time

Start Date

Immediate

Expiry Date

02 Apr, 26

Salary

0.0

Posted On

02 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Customer Service Management, Pension Industry Knowledge, Enquiry Handling, Analytical Skills, Problem-Solving, Communication Skills, Team Leadership, Operational Management

Industry

Software Development

Description
Your Role As the AVP of Enquiry Management team, you will assist to lead a dedicated team to effectively handle and resolve customer enquiries related to eMPF from various channels. Oversee and conduct thorough investigations into customer enquiry 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 enquiry team, providing guidance and support to ensure the high performance of team members. Maintain compliance with all service level agreement for customer enquiries 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 enquiry-handling procedures. Foster a collaborative environment to ensure smooth and efficient operations. Regularly analyze enquiry trends and prepare reports for management to develop an improvement plan.   To Succeed in this Role Bachelor’s degree in Business Administration or a related discipline. Minimum 10 years of experience in customer service management. Experience in the pension industry and handling pension-related operation is highly preferred. Strong understanding of pension products and services, with an ability to address related enquiry effectively. Excellent communication skills with a good command of English and Chinese are essential. Strong analytical and problem-solving skills, with a capacity to make quick and effective decisions.  
Responsibilities
Lead the Enquiry Management team to handle and resolve customer enquiries related to eMPF. Oversee daily operations, ensuring compliance with service level agreements and fostering collaboration with other teams.