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:

  • Ba...
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    Job Overview

    Job Type: Full-time
    Location: Hong Kong, Hong Kong
    Posted: February 28, 2026
    Deadline: April 09, 2026