(a) 以口頭和書面形式，處理有關電訊事務／與電訊爭議調解計劃或《非應邀電子訊息條例》有關的性質複雜的公眾查詢、投訴和舉報； (b) 根據電訊爭議調解計劃的受理準則，篩選該項計劃的申請以處理個案，包括於篩選過程中與內部人員、電訊服務供應商和調解服務中心進行協調； (c) 督導輔助人員在應付／處理公眾查詢、投訴和舉報方面的工作，並在客戶投訴關於查詢或申請的處理時，擔當問題升級處理的聯繫人； (d) 編寫和分析統計資料及數據，並擬備報告提交管理層； (e) 協助擬備公眾教育材料／討論文件，並協助進行與商業電子訊息和電訊事宜有關的研究／調查； (f) 為有關商業電子訊息和電訊事務的委員會或工作小組提供秘書服務；以及 (g) 處理上級人員指派的任何其他職責。

(a) handling public enquiries, complaints and reports of complicated nature pertinent to telecommunications matters / related to a telecommunications dispute mediation scheme or the Unsolicited Electronic Messages Ordinance in both verbal and written forms; (b) screening the applications to the telecommunications dispute mediation scheme according to the acceptance criteria for handling of cases under the scheme, including coordination with internal officers, the telecommunications service providers and the mediation service centre during the screening process; (c) supervising the work of supporting staff in handling/processing public enquiries, complaints and reports and acting as the escalation point for the customer complaints on the handling of enquiry and applications; (d) compiling and analysing statistical information and data and preparing reports to the management; (e) assisting in preparing educational materials/discussion papers and conducting research/survey relating to commercial electronic messages and telecommunications issues; (f) providing secretarial support to committees or working groups on commercial electronic messages and telecommunications issues; and (g) handling any other duties as assigned by senior officers.