Senior Manager, Complaint Management.

PCCW

Full-time Hong Kong, Hong Kong Operations Specialties Managers

Posted:

February 28, 2026

Location:

Hong Kong, Hong Kong, Hong Kong

Job Description

 Senior Manager, Complaint Management 
Your Role:
Oversee and conduct thorough investigations into customer complaints received via calls, emails, and other communication channels. Ensure all issues are resolved promptly and satisfactorily.

Direct and monitor the daily operations of the customer complaint team, providing guidance and support to ensure the high performance of team members.

Maintain compliance with all regulatory and legal requirements for customer complaints across various platforms. Implement and manage processes to ensure timely resolution of all issues.

Work closely with the operations and support teams to refine and enhance complaint-handling procedures. Foster a collaborative environment to ensure smooth and efficient operations.

Regularly analyze complaint trends and prepare reports for management to develop an improvement plan.
To Succeed in this Role:
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Job Overview

Job Type: Full-time

Location: Hong Kong, Hong Kong

Posted: February 28, 2026

Deadline: April 09, 2026