Assistant Manager, Customer Experience & Complaints

PCCW Solutions; Hong Kong; On-site; HKD 420,000 - 660,000; Full time

Job summary

PCCW Solutions in Hong Kong is seeking an Assistant Manager, Customer Relations (eMPF) to lead end-to-end complaint handling for eMPF services, ensuring timely, fair and professional resolutions in line with policies and regulatory requirements. You will drive service excellence and continuous improvement while coordinating with internal teams and external parties.

The role requires strong investigation, communication skills in English and Chinese, and the ability to manage complex cases, assess

Qualifications

• University degree in Business Administration or a related discipline.
• 3–5 years of experience in complaint handling or customer relations.
• Experience handling complex or escalated cases with professional judgment.
• Excellent English and Chinese written and verbal communication.
• Strong stakeholder management and cross-department collaboration.

Responsibilities

• Handle and resolve eMPF customer complaints via multiple channels under guidelines.
• Manage complaint communication clearly and empathetically.
• Investigate complaints, gather facts, identify root causes.
• Assess risks and escalate high-risk matters to senior management.
• Liaise with internal departments, trustees, service providers and external parties to resolve cases.
• Support liaison with MPFA and other parties on cases and reporting.
• Recommend practical resolutions balancing fairness, regulation, and feasibility.
• Monitor KPIs like turnaround time, quality, and closure effectiveness.
• Identify recurring issues and drive process improvements.
• Prepare management reports and trend analyses.

Skills

Complaint handling

Stakeholder management

Investigation & analytics

Bilingual communication (English/中文)

Education

University degree in Business Administration or related discipline

Job description

PCCW Solutions in Hong Kong is seeking an Assistant Manager, Customer Relations (eMPF) to lead end-to-end complaint handling for eMPF services, ensuring timely, fair and professional resolutions in line with policies and regulatory requirements. You will drive service excellence and continuous improvement while coordinating with internal teams and external parties.

The role requires strong investigation, communication skills in English and Chinese, and the ability to manage complex cases, assess