Dispute Resolution Manager
6 days ago
About the Position
PCCW Solutions is seeking a highly skilled Dispute Resolution Manager to join our team and contribute to delivering exceptional customer experiences through effective complaint resolution.
Your key responsibilities will include:
- Leadership of a team responsible for investigating and resolving customer complaints related to eMPF.
- Development and implementation of processes to ensure prompt and satisfactory resolution of customer complaints.
- Fostering collaboration with internal stakeholders to improve complaint handling procedures.
- Analysis of complaint trends and identification of opportunities for process improvements.
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 ability to address related complaints effectively.
- Excellent communication skills with good command of English and Chinese essential.
- Strong analytical and problem-solving skills, capacity to make quick and effective decisions.
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