Manager, Complaint Management
PCCW
full-time
Posted on:
Location Type: Office
Location: Hong Kong • Hong Kong
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About the role
- Assist to lead a dedicated team to effectively handle and resolve customer complaints.
- Oversee and conduct thorough investigations into customer complaints.
- Ensure all issues are resolved promptly and satisfactorily.
- Direct and monitor the daily operations of the customer complaint team.
- Maintain compliance with all regulatory and legal requirements.
- Implement and manage processes for timely resolution of all issues.
- Work closely with operations and support teams to refine complaint-handling procedures.
- Regularly analyze complaint trends and prepare reports for management.
Requirements
- Bachelor’s degree in Business Administration or a related discipline.
- Minimum 5 years of experience in customer service management.
- 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.
- Excellent communication skills with a good command of English and Chinese.
- Strong analytical and problem-solving skills.
Benefits
- Health insurance
- Paid time off
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
complaint resolutioncustomer service managementanalytical skillsproblem-solving skillspension productspension services
Soft skills
communication skillsleadershipteam management
Certifications
Bachelor’s degree in Business Administration