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Manager, Complaint Management 2 at hktservice

Hong Kong Island, Hong Kong, China -

Full Time

Start Date

Immediate

Expiry Date

01 Jan, 26

Salary

0.0

Posted On

03 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Complaint Management, Customer Service, Investigation, Regulatory Compliance, Analytical Skills, Problem-Solving, Communication Skills, Team Leadership, Pension Industry Knowledge, Process Improvement, Report Preparation, Collaboration, Performance Monitoring, Customer Complaint Resolution, English Language, Chinese Language

Industry

Software Development

Description

Your Role As the Manager of Complaint Management team, you will assist to 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.   To Succeed in this Role 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 are essential. Strong analytical and problem-solving skills, with a capacity to make quick and effective decisions.

Responsibilities

Lead a team to handle and resolve customer complaints related to eMPF. Oversee investigations, ensure compliance, and analyze complaint trends for improvement.