Compliants Handling Supervisor (Customer Service)

EC Healthcare; Hong Kong; On-site; HKD 320,000 - 520,000; Full time

Job summary

EC Healthcare is seeking a Compliant Handling Supervisor (Customer Service) to oversee complaints across its Hong Kong clinics and aesthetic centers. The role focuses on resolution, regulatory compliance, and safeguarding the Group’s brand.

The candidate should have frontline experience in HK retail or healthcare settings, fluent in Cantonese and English, with Mandarin visibility; you will draft letters and settlements in English and Traditional Chinese.

Qualifications

• Bachelor’s degree in Business Administration, Law, Healthcare Management, Nursing, or a related discipline.
• 4–6 years hands-on experience in frontline complaint handling, customer service recovery, or dispute resolution within relevant industries.

Responsibilities

• Directly manage and de-escalate complex, escalated, or high-risk customer complaints across clinics and services.
• Lead resolution meetings, mediations, and conciliation sessions with clients, clinicians, and legal representatives.
• Oversee refunds, goodwill adjustments, package cancellations, and credit terms within financial limits.
• Establish, update, and maintain SOPs for complaint escalation and dispute settlement.
• Analyze complaint data and trends; prepare monthly and quarterly reports for executives.

Skills

Cantonese

English

Mandarin

Conflict resolution

Education

Bachelor’s degree in Business Administration Law Healthcare Management Nursing

Job description

Compliants Handling Supervisor (Customer Service)

The Complaints Handling Supervisor will manage, investigate, and resolve all service, commercial, and clinical service complaints across our network of medical clinics and aesthetic centers in Hong Kong. This role safeguards the Group’s brand reputation, minimizes medico-legal exposure, and maintains full compliance with local regulatory bodies, statutory ordinances, and listing requirements.

The successful candidate brings hands-on experience in frontline complaint resolution within the Hong Kong B2C/retail environment, alongside a solid understanding of local regulatory frameworks governing medical and aesthetic practices.

Key Responsibilities

Directly manage and de-escalate complex, escalated, or high-risk customer complaints originating from front-line clinics, customer service channels, and social media platforms.

Lead resolution meetings, mediations, and conciliation sessions with clients, clinicians, and legal representatives to reach fair, standard-compliant settlements.

Oversee customer refunds, goodwill adjustments, package cancellations, and credit terms in accordance with Group financial authorization limits.

Quality Assurance & Continuous Improvement

Establish, update, and maintain Standard Operating Procedures (SOPs) for complaint escalation, customer communication, and dispute settlement across all operating clinics.

Analyze complaint data, recurring trends, and operational gaps; prepare monthly and quarterly analytical reports for the Executive Committee and Main Board Risk Committee.

4. Risk Mitigation & Public Relations Support

Draft formal response letters, settlement agreements, and non-disclosure agreements (NDAs) in both English and Traditional Chinese.

Qualifications & Experience

Requirements & Experience

Bachelor’s degree in Business Administration, Law, Healthcare Management, Nursing, or a related discipline.

Minimum 4–6 years of hands-on experience in frontline complaint handling, customer service recovery, or dispute resolution within Hong Kong retail, luxury services, healthcare, or aesthetic industries.

Core Competencies & Skills

Language Skills: Excellent written and spoken Cantonese, English, and Mandarin. Ability to draft legally precise and empathetic correspondence in Chinese and English.

Conflict Resolution: Outstanding emotional intelligence, empathy, and composure under pressure; adept at diffusing volatile customer situations.

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EC Healthcare is Hong Kong's largest non-hospital medical service provider, leveraging its core businesses of preventive and precision medicine, and committed to developing medical artificial intelligence by integrating its multi-disciplinary

medical services. The move, which is supported by the Group’s high-end branding and quality customer services, is aimed at offering customers safe and effective medical services with professionalism. The Group currently operates 154 clinics/centres, providing

one-stop medical and healthcare services. The weighted GFA is around 557,000 sq ft.

EC Healthcare is Hong Kong's largest non-hospital medical service provider, leveraging its core businesses of preventive and precision medicine, and committed to developing medical artificial intelligence by integrating its multi-disciplinary

medical services. The move, which is supported by the Group’s high-end branding and quality customer services, is aimed at offering customers safe and effective medical services with professionalism. The Group currently operates 154 clinics/centres, providing

one-stop medical and healthcare services. The weighted GFA is around 557,000 sq ft.

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