The Customer Service Manager will be responsible for the following duties:

• (a)To assist to overseeing all work relating to the handling of consumer complaints against telecommunications operators, and consumer complaints against PayTV licensees on monetary/contractual issues;
• (b)To manage and supervise the work of a team of supporting staff in consumer complaint handling and to handle the more complicated complaint cases;
• (c)To compile and prepare complaint statistics/data analytical reports of consumer complaints, and arrange web posting for statistics reports;
• (d)To be responsible for record management and other ad-hoc duties including enhancement of complaint system; and
• (e)To manage the complaint hotline.

The Candidates should have -

• (a)A first or second class honours local degree in arts, social sciences or equivalent;
• (b)8 year’ post-graduate working experience, including 5 years in a supervision of customer complaint handling in telecommunications services;
• (c)Excellent command of spoken and written English and Chinese, plus working knowledge of Putonghua; and
• (d)Good communication and interpersonal skills. Working experience in the public telecommunications services, telecommunications sector or secretarial service to committees will be an advantage.