Officer, Enquiry Management

(Senior) Officer, Enquiry Management (eMPF)

Responsibilities:

As the (Senior) Officer of Enquiry Management, you will be assigned to resolve customer enquiries related to eMPF from various channels.

• Investigate and resolve customer enquiries related to eMPF received through calls, emails, and other channels, ensuring timely and satisfactory outcomes.
• Maintain accurate records of enquiries, tracking resolution progress and ensuring compliance with regulatory and legal requirements.
• Prepare detailed reports on enquiry trends, root causes, and resolution metrics for management review.
• Coordinate relevant departments to facilitate case resolution and process improvement
• Handle general administrative duties related to enquiry management operations

Requirements:

• Bachelor's degree in Business Administration or a related discipline.
• Minimum 2 years of experience in customer service management.
• Solid experience with pension-related complaints/enquiry/MPF operation is preferred
• Strong understanding of pension products and services, with an ability to address related complaints/enquiries effectively.
• Excellent communication skills with a good command of English and Chinese is essential.
• Strong analytical and problem-solving skills, with a capacity to make quick and effective decisions.