PCCW

Assistant Vice President, Enquiry Management

PCCW

full-time

Posted on:

Location Type: Office

Location: Hong Kong • 🇭🇰 Hong Kong

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Job Level

Lead

About the role

  • 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.

Requirements

  • 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.
Benefits
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Applicant Tracking System Keywords

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Hard skills
customer service managementpension productsenquiry handlinganalytical skillsproblem-solving skills
Soft skills
communication skillsleadershipteam managementcollaborationdecision-making
Certifications
Bachelor's degree in Business Administration