Assistant Manager, Complaint Management.

PCCW • Hong Kong, Hong Kong • Posted July 10, 2026

About the Role

Assistant Manager, Complaint Management

Your Role

As the Manager of Complaint Management team, you will assist to lead a dedicated team to effectively handle and resolve customer complaints related to eMPF from various channels.


  • Oversee and conduct thorough investigations into customer complaints received via calls, emails, and other communication channels. Ensure all issues are resolved promptly and satisfactorily.



  • Direct and monitor the daily operations of the customer complaint team, providing guidance and support to ensure the high performance of team members.



  • Maintain compliance with all regulatory and legal requirements for customer complaints across various platforms. Implement and manage processes to ensure timely resolution of all issues.



  • Work closely with the operations and support teams to refine and enhance complaint-handling procedures. Foster a co...