Manager, Enquiry Management
PCCW
full-time
Posted on:
Location Type: Office
Location: Hong Kong • Hong Kong
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About the role
- 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.
Requirements
- 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.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer service managementpension productsenquiry handlinganalytical skillsproblem-solving skills
Soft Skills
communication skillscollaborationguidancesupportdecision-making
Certifications
Bachelor’s degree in Business Administration