Customer Service Team Leader (Contract)

Job Profile Summary

PwC is currently engaged in delivering two significant managed services projects for the Hong Kong SAR Government, specifically related to employee welfare, involving the management of an end-to-end process for vetting and processing applications for government subsidies, such as handling incoming applications in accordance with established operating procedures, guidelines, and standards; conducting audits and checks on approved applications; investigating abnormal cases and complaints; operating a services centre and providing customer services:

Name of the Projects:

•    Reimbursement of the Maternity Leave Pay Scheme

•    Subsidy Scheme on Abolishment of the MPF Offsetting Arrangement

Job Description

•    To lead the vetting/ CS Team and oversee work of team members; 
•    To assign and/or re-assign cases to own team member(s) when necessary; 
•    To handle complicated enquiries/complaints escalated by own team member(s) and consult the Government when necessary;
•    To check and endorse the draft written replies prepared by the customer services officer.

Requirements

•    With one (1) year’s fulltime work experience in human resources, personnel management, finance, accounting, auditing, customer services, application of the Employment Ordinance (Chapter 57 of the Laws of Hong Kong), or in charge of processing payments covered by the Employment Ordinance, or application vetting and processing work

•    Possess a Bachelor’s degree from a Hong Kong university or equivalent;
•    Meet the language proficiency requirements of Level 2 or above in Chinese Language and English Language in the Hong Kong Diploma of  Secondary Education Examination (HKDSEE) or in the Hong Kong Certificate of Education Examination (HKCEE), or equivalent;
•    Good command of spoken Cantonese, Putonghua and English.