Senior Manager, Complaint Management
PCCW
full-time
Posted on:
Location Type: Office
Location: Hong Kong • Hong Kong
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Job Level
About the role
- 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.
Requirements
- 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.
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 skillsreport preparation
Soft skills
communication skillsteam leadershipcollaborationguidancesupport
Certifications
Bachelor’s degree in Business Administration