As the Manager of Complaint Handling, you will assist to lead a dedicated team to effectively handle and resolve customer complaints related to eMPF from various channels.
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
Less experience candidate will be conisdered as Assistant Manager - Complaint Handling
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.
Interested parties please email a MS Word version resume and expected salary to [email protected]
