客戶服務經理負責以下職務： (a) 協助督導所有與處理消費者對電訊營辦商的投訴和就金錢／合約事宜對收費電視牌照持牌機構的投訴有關的工作； (b) 管理和監督專責處理消費者投訴的支援人員的工作，並處理較複雜的投訴個案； (c) 編製和擬備消費者投訴統計／數據分析報告，並安排把統計報告上載網頁； (d) 負責檔案管理及其他臨時職務（包括完善投訴制度）；以及 (e) 管理投訴熱線。

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.