Senior Complaints & Compliance Lead

EC Healthcare; Hong Kong; Vor Ort; HKD 320.000 - 520.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Cantonese

English

Mandarin

Conflict resolution

Ausbildung

Bachelor’s degree in Business Administration Law Healthcare Management Nursing

Jobbeschreibung

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.