(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.