The Job

• To assist in managing the operation of the Complaints and Enquiries Section, ensuring quality of service and monitoring performance pledges;
• To supervise subordinates in handling specific and complicated complaints and enquiries;
• To vet complaint cases and handle grievance cases;
• To conduct regular training programs for the staff in the section;
• To assist in preparing and compiling statistics and management reports, as well as handling logistics and other administrative matters; and
• To perform other duties as assigned by the Management.

The Person

• A recognized degree, or equivalent;
• At least six years of relevant experience in handling hotline enquiries and complaints in relation to customer services, compliance, retirement / pension schemes, preferably gained from sizable or public organizations;
• Proficient in PC applications including Excel, Word and Chinese word processing;
• Good command of written and spoken English and Chinese;
• Proficient in Putonghua will be an advantage;
• Good communication, interpersonal, organization, problem-solving and people management skills;
• Customer-oriented, flexible and able to work independently as well as under pressure; and
• Able to deal with the public effectively.

Remuneration Package
A competitive remuneration and benefits package including a discretionary performance-linked variable pay, annual leave, medical, dental and life insurance coverage, and MPF will be offered. All new appointments will be made on a two-year fixed-term contract initially prior to consideration for appointment on a non-fixed-term basis.

To Apply
Interested candidates are invited to apply by sending full career details and application letter, quoting the job reference number, with information of current / expected remuneration, availability, to the address or by clicking the "Apply Now" button:

Human Resources Department, MPFA
Level 8, Tower 1, Kowloon Commerce Centre
51 Kwai Cheong Road, Kwai Chung, Hong Kong

The closing date for application is 9 April 2018 or postmarked on 9 April 2018. Applicants not invited for interview by the end of June 2018 may assume that their applications are unsuccessful and their applications will not be retained for more than two years.

The information provided will be kept confidential and only be used for those purposes relating to your application. Please visit our website for the details of the MPFA’s Personal Information Collection Statement for Job Applicants at http://www.mpfa.org.hk/eng/mpfa/join_us/job_opportunities/index.jsp.  The MPFA is an equal opportunities employer and welcomes applications from all qualified candidates.