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Manager, Enquiry Management at hktservice

Hong Kong Island, Hong Kong, China -

Full Time

Start Date

Immediate

Expiry Date

19 Apr, 26

Salary

0.0

Posted On

19 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service Management, Pension Products, Communication Skills, Analytical Skills, Problem-Solving Skills, Team Leadership, Compliance, Enquiry Management, Report Preparation, Process Improvement, Financial Industry Knowledge, Decision Making, Collaboration, Investigation Skills, Service Level Agreement Management, Trend Analysis

Industry

Software Development

Description

Your Role As the Manager of Enquiry Management, you will be assigned to resolve customer enquiries related to eMPF from various channels. Conduct thorough investigations into customer enquiries received via calls, emails, and other communication channels. Ensure all issues are resolved promptly and satisfactorily. Provide 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 6 years of experience in customer service management. Experience in the financial industry (e.g. pension/banking/insurance,etc.), especially pension-related operation is highly preferred. Strong understanding of pension products and services, with an ability to address related complaints/enquiries 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.

Responsibilities

The Manager of Enquiry Management is responsible for resolving customer enquiries related to eMPF and ensuring prompt issue resolution. They will also guide team members and collaborate with operations to enhance enquiry-handling procedures.