Senior Executive, Complaint Investigation

PCCW; Hong Kong; On-site; HKD 201,000 - 312,000; Full time

Job summary

PCCW in Hong Kong is looking for a Customer Care role in the Contact Centre to handle MPF and eMPF inquiries. You will work with call agents to resolve issues and may contact complainants directly.

The ideal candidate has at least 2 years in banking or financial services, strong communication skills, and fluency in English, Mandarin, and Cantonese. Prior MPF experience is highly preferred and you will be expected to manage complex cases with professionalism.

Qualifications

• Degree holder or diploma in Business Administration, Finance, Pension Management, or related discipline.
• At least 2 years of experience in banking or financial services, with 2 years in customer service or call center.
• Experience in MPF client servicing and handling employer and member enquiries.
• Excellent communication and frontline customer service experience.
• Ability to handle complaints and resolve complex issues professionally.
• Familiarity with back-office systems and customer profile verification processes.
• Proficient in English, Mandarin and Cantonese.

Responsibilities

• Handle inbound and outbound call activities in Contact Centre on MPF issue / eMPF related enquiries.
• Plan and suggest strategy to deal with complicated and complaint cases.
• Execute the solution with call agents or may require calling the complainants.
• Other special tasks as assigned from Manager.

Skills

Communication skills

Interpersonal skills

Presentation skills

Analytical thinking

Problem solving

Attention to detail

Education

Bachelor's or Diploma in Business Administration / Finance / Pension Management / related field

Tools

Back-office systems

Customer profile verification

Job description

Your Role:

• Handle inbound and outbound call activities in Contact Centre on MPF issue / eMPF related enquiries.
• Plan and suggest the strategy to deal with complicated and complaint cases.
• Execute the solution with call agents or may require calling the complainants.
• Other special tasks as assigned from Manager.

To Succeed Your Role:

• Degree holder or Diploma graduate in Business Administration, Finance, Pension Management, or a related discipline.
• At least 2 years of experience in the banking or financial services industry, with a minimum of 2 years' experience in customer service or a call center environment.
• Experience in MPF client servicing, including handling employer and member enquiries, with strong knowledge of MPF schemes and pension-related regulations, is highly preferred.
• Excellent communication, interpersonal, and presentation skills, with proven frontline customer service experience.
• Demonstrated ability to handle customer complaints, resolve complex issues, and manage demanding customer situations professionally.
• Familiarity with back-office systems and customer profile verification processes.
• Strong analytical and problem-solving skills with attention to detail.
• Proficient in both spoken and written English, Mandarin and Cantonese.
• Candidates with more extensive relevant experience may be considered for the position of Customer Care Supervisor.