About this role
<p style="margin:0.0in 0.0in 1.0E-4pt;font-size:10.0pt;font-family:Arial, sans-serif"><strong>(Senior) Officer, Enquiry Management (eMPF)</strong></p> <p style="margin:0.0in 0.0in 1.0E-4pt;font-size:10.0pt;font-family:Arial, sans-serif"><strong> </strong></p> <p style="margin:0.0in 0.0in 1.0E-4pt;font-size:10.0pt;font-family:Arial, sans-serif"><strong><u>Responsibilities:</u></strong></p> <p style="margin:0.0in 0.0in 1.0E-4pt;font-size:10.0pt;font-family:Arial, sans-serif"> </p> <p style="margin:0.0in 0.0in 1.0E-4pt;font-size:10.0pt;font-family:Arial, sans-serif">As the (Senior) Officer of Enquiry Management, you will be assigned to resolve customer enquiries related to eMPF from various channels.</p> <p style="margin:0.0in 0.0in 1.0E-4pt;font-size:10.0pt;font-family:Arial, sans-serif"> </p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;font-size:10.0pt;font-family:Arial, sans-serif">Investigate and resolve customer enquiries related to eMPF received through calls, emails, and other channels, ensuring timely and satisfactory outcomes.</li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;font-size:10.0pt;font-family:Arial, sans-serif">Maintain accurate records of enquiries, tracking resolution progress and ensuring compliance with regulatory and legal requirements.</li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;font-size:10.0pt;font-family:Arial, sans-serif">Prepare detailed reports on enquiry trends, root causes, and resolution metrics for management review.</li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;font-size:10.0pt;font-family:Arial, sans-serif">Coordinate relevant departments to facilitate case resolution and process improvement</li> <li style="margin:0.0in 0.0in 1.0E-4pt 0.0px;font-size:10.0pt;font-family:Arial, sans-serif">Handle general administrative duties related to enquiry management operations</li> </ul> <p style="margin:0.0in 0.0in 1.0E-4pt;font-size:10.0pt;font-family:Arial, sans-serif"> </p> <p style="margin:0.0in 0.0in 1.0E-4pt;font-size:10.0pt;font-family:Arial, sans-serif"><strong><u>Requirements:</u></strong></p> <p style="margin:0.0in 0.0in 1.0E-4pt;font-size:10.0pt;font-family:Arial, sans-serif"> </p> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:1.0E-4pt;font-size:10.0pt;font-family:Arial, sans-serif">Bachelor’s degree in Business Administration or a related discipline.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:1.0E-4pt;font-size:10.0pt;font-family:Arial, sans-serif">Minimum 2 years of experience in customer service management.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:1.0E-4pt;font-size:10.0pt;font-family:Arial, sans-serif">Solid experience with pension-related complaints/enquiry/MPF operation is preferred</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:1.0E-4pt;font-size:10.0pt;font-family:Arial, sans-serif">Strong understanding of pension products and services, with an ability to address related complaints/enquiries effectively.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:1.0E-4pt;font-size:10.0pt;font-family:Arial, sans-serif">Excellent communication skills with a good command of English and Chinese is essential.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:1.0E-4pt;font-size:10.0pt;font-family:Arial, sans-serif">Strong analytical and problem-solving skills, with a capacity to make quick and effective decisions.</li> </ul> <p style="margin:0.0in 0.0in 1.0E-4pt;font-size:10.0pt;font-family:Arial, sans-serif"> </p>