Assistant Manager, Customer Relations — Complaint Resolution

HTK; Hong Kong; On-site; HKD 420,000 - 540,000; Full time

Job summary

HTK is seeking an Assistant Manager, Customer Relations (eMPF) in Hong Kong to lead end‑to‑end complaint handling for eMPF services, ensuring timely, fair, and professional resolution in line with internal policies and regulatory requirements.

The role focuses on driving service excellence and continuous improvement, coordinating with trustees, service providers and internal teams, and monitoring KPIs to uplift customer experience.

Qualifications

• University degree in Business Administration or related discipline.
• 3–5 years in complaint handling or customer relations, preferably pensions/insurance/banking.
• Experience with complex or escalated complaints and sensitive situations.
• Strong ability to work under pressure, multi‑task, and meet tight deadlines.
• Excellent English and Chinese written and spoken communication.

Responsibilities

• Handle and resolve customer complaints related to eMPF across channels following guidelines and regulatory requirements.
• Manage complaint communications to ensure clarity, accuracy, and empathy.
• Conduct detailed investigations, gather facts, and identify root causes.
• Assess risks and escalate high‑risk matters to senior management as needed.
• Liaise with internal departments, trustees, and external parties to facilitate resolution.
• Prepare management reports, trend analyses, and case summaries for review.

Skills

Complaint handling

Customer relations

Investigations

Stakeholder management

English and Chinese

Education

University degree in Business Administration or related discipline

Job description

HTK is seeking an Assistant Manager, Customer Relations (eMPF) in Hong Kong to lead end‑to‑end complaint handling for eMPF services, ensuring timely, fair, and professional resolution in line with internal policies and regulatory requirements.

The role focuses on driving service excellence and continuous improvement, coordinating with trustees, service providers and internal teams, and monitoring KPIs to uplift customer experience.