Assistant Manager, Customer Relations
On-siteHong Kong, Hong Kong
Job Summary
Investigate and resolve customer feedback, complaints, and escalated cases from customers, distribution channels, employees, and regulatory bodies in accordance with company standards. Analyze complaint cases to identify service gaps, process inconsistencies, operational inefficiencies, and emerging trends. Collaborate with stakeholders to recommend customer experience improvement initiatives and support service recovery solutions. Participate in User Acceptance Testing for system enhancements and assist in preparing regular management reports and complaint analytics. Requires a university degree, 5+ years in customer service or complaint management, and fluency in English, Chinese (Cantonese, Mandarin), and Microsoft Office tools.
Required Qualifications
- University degree
- 5+ years' relevant experience in customer service, complaint management or customer relations
- Excellent written and verbal communications skills in English and Chinese (Cantonese and Mandarin)
- Proficient in Microsoft Office and AI-enabled workplace tools
- Strong analytical thinking, problem-solving and interpersonal skills
- Self-motivated, resilient and able to manage multiple priorities
Desired Qualifications
- Insurance or financial services experience
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