Assistant Manager, Customer Care (eMPF)

Your Role:As the Assistant Manager of Customer Care, you will support the Manager and management team in the day-to-day supervision of the AO Enquiry team, helping to deliver responsive, empathetic, and consistent enquiry services across all channels. You will coordinate with the Contact Centre and other stakeholders, follow up on service issues, and support timely and effective resolution of member enquiries to enhance the overall member experience.Supervise and support the day-to-day handling of enquiries by the AO Enquiry team, including emails, calls, written correspondence, and other communication channels, to ensure timely and accurate responses.Review AO-related enquiries and provide guidance to team members, escalating complex or sensitive cases to the Manager or relevant stakeholders when required.Support the Manager in monitoring team performance, service quality, and workload, and follow up on agreed improvement actions.Monitor service levels and outstanding cases, and coordinate follow-up actions to facilitate timely resolution and reduce repeat phone calls or correspondence.Liaise with the Contact Centre, operations, support teams, and other stakeholders to resolve enquiries and support the implementation of enquiry-handling procedures.Compile and analyse enquiry trends, service issues, and recurring cases, and prepare regular reports with observations and recommendations for management review.Conduct outbound calls to clients for various service-related purposes, including enquiry follow-up, case clarification, and information verification.Provide coaching and operational guidance to team members and perform other ad hoc duties as assigned by the supervisor.To Succeed in this RoleBachelor’s degree in Business Administration or a related discipline.Minimum 5 years of relevant experience in customer service or enquiry handling, including at least 2 years in a supervisory or team-lead capacity. Experience in the pension industry or pension-related operations is preferred, while call centre experience would be an advantage.Good understanding of pension products and services, with the ability to handle related enquiries and identify matters requiring escalation.Excellent communication skills with a good command of English and Chinese are essential.Good analytical, problem-solving, and organisational skills, with sound judgment and the ability to manage priorities effectively.