Your Role

As the Manager of Enquiry Management, you will be assigned to 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.

To Succeed in this Role

• 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.