Assistant Manager, Customer Care (eMPF)

HKT; Hong Kong; On-site; HKD 360,000 - 600,000; Full time

Job summary

PCCW Group is seeking an Assistant Manager of Customer Care to support the AO Enquiry team and Management in delivering responsive and empathetic enquiry services across channels.

You will supervise day-to-day handling, guide staff, monitor performance, and liaise with the Contact Centre and other stakeholders to ensure timely resolution and a positive member experience.

Qualifications

• Bachelor's degree inBusiness Administration or related field.
• Minimum 5 years of relevant customer service experience, including at least 2 years in a supervisory role.
• Experience in the pension industry or pension-related operations is preferred, call centre experience is a plus.

Responsibilities

• Supervise the AO Enquiry team and assist the Manager in day-to-day operations across channels.
• Coach and guide team members; escalate complex cases to Manager or stakeholders.
• Monitor service levels, response quality, workload, and drive improvement actions.
• Coordinate with Contact Centre, operations, and support teams to resolve enquiries.
• Analyse enquiry trends and prepare regular reports with observations for management.
• Conduct outbound calls for follow-up, clarification, and information verification.

Skills

Customer service

Team leadership

Communication

Bilingual English/Chinese

Education

Bachelor's degree in Business Administration or related

Job description

As the Assistant Manager of Customer Care, you will support the Manager and management team in the day-to-day supervision of the AO Enquiry team, helping to deliver responsive, empathetic, and consistent enquiry services across all channels. You will coordinate with the Contact Centre and other stakeholders, follow up on service issues, and support timely and effective resolution of member enquiries to enhance the overall member experience.

Supervise and support the day-to-day handling of enquiries by the AO Enquiry team, including emails, calls, written correspondence, and other communication channels, to ensure timely and accurate responses.

Review AO-related enquiries and provide guidance to team members, escalating complex or sensitive cases to the Manager or relevant stakeholders when required.

Support the Manager in monitoring team performance, service quality, and workload, and follow up on agreed improvement actions.

Monitor service levels and outstanding cases, and coordinate follow-up actions to facilitate timely resolution and reduce repeat phone calls or correspondence.

Liaise with the Contact Centre, operations, support teams, and other stakeholders to resolve enquiries and support the implementation of enquiry-handling procedures.

Compile and analyse enquiry trends, service issues, and recurring cases, and prepare regular reports with observations and recommendations for management review.

Conduct outbound calls to clients for various service-related purposes, including enquiry follow-up, case clarification, and information verification.

Provide coaching and operational guidance to team members and perform other ad hoc duties as assigned by the supervisor.

To Succeed in this Role

Bachelor's degree in Business Administration or a related discipline.

Minimum 5 years of relevant experience in customer service or enquiry handling, including at least 2 years in a supervisory or team-lead capacity. Experience in the pension industry or pension-related operations is preferred, while call centre experience would be an advantage.

Good understanding of pension products and services, with the ability to handle related enquiries and identify matters requiring escalation.

Excellent communication skills with a good command of English and Chinese are essential.

Good analytical, problem-solving, and organisational skills, with sound judgment and the ability to manage priorities effectively.

PCCW Group is a global company headquartered in Hong Kong which holds interests in telecommunications, media, IT solutions, property development and investment, and other businesses.

The Company holds a majority stake in the HKT Trust and HKT Limited, Hong Kong's premier telecommunications service provider and leading operator of fixed-line, broadband, mobile communication and media entertainment services. HKT delivers end-to-end integrated business transformation solutions and has built a digital ecosystem integrating its loyalty programme, e-commerce, travel, insurance, big data analytics, fintech and healthtech services to deepen its relationship with customers.

PCCW Group is a global company headquartered in Hong Kong which holds interests in telecommunications, media, IT solutions, property development and investment, and other businesses.

The Company holds a majority stake in the HKT Trust and HKT Limited, Hong Kong's premier telecommunications service provider and leading operator of fixed-line, broadband, mobile communication and media entertainment services. HKT delivers end-to-end integrated business transformation solutions and has built a digital ecosystem integrating its loyalty programme, e-commerce, travel, insurance, big data analytics, fintech and healthtech services to deepen its relationship with customers.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Hong Kong?
• What's your expected monthly basic salary?
• What is your highest level of education?