(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.

(1) (a) A Bachelor’s degree from a Hong Kong university, or equivalent; (b) met the language proficiency requirements of Level 2 [Note (1)] or above in Chinese Language and English Language in the Hong Kong Diploma of Secondary Education Examination (HKDSEE) or the Hong Kong Certificate of Education Examination (HKCEE), or equivalent; and (c) at least 6 years’ post qualification working experience, including 4 years in customer service, complaint handling, compliance or regulatory work. Working experience in the telecommunications industry is an advantage; AND (2) (a) candidates with relevant qualification or training in mediation from recognised organisation is an advantage; (b) candidates should have good knowledge of computer software such as Word, Excel, Powerpoint and e-mail usage; (c) candidates should have good writing skills [Note (2)], good analytical and interpersonal skills; and (d) candidates should be able to work under pressure and tight deadlines.