Complaints and Advice Administration Officer (Ref. CAAO)
Complaints and Advice Division
2-year fixed-term contract
Responsibilities:
- Participate in new system development projects, perform User Acceptance Testing (UAT) and all other testing activities according to the scheduled timeline to ensure deliverables are accurate and meet user requirements and system implementation specifications
- Support pro-active engagement with target stakeholders for possible collaborations and management of issues in order to increase and speed up the application of the new system(s)
- Monitor the project progress and track project deliverables for reporting to the management
- Assist to analyse complaints data and workflow for system/service improvement
- Prepare complaints statistics upon requested
- Support the Division’s work as assigned
Requirements:
- A recognised university degree or equivalent; preferable in Social Science; Data Analytics or related field
- Solid experience of data and workflow analyses for system/service improvement
- Experience in complaint handling, conciliation/mediation work, or related duties
- Experience in system development projects in relation to customer service operation such as customer relationship management system, complaint & enquiry management system, contact centre telephony system would be an advantage
- Hands-on experience of Microsoft Cloud applications is essential
- Good command of written English and Chinese. Knowledge in Putonghua is an advantage
- Able to take on multiple tasks and know how to prioritise them under pressure with strong organisation and coordination skills
- Good attention to details and produce reliable well-ordered work independently
- Show strong sense of responsibility with good communication and interpersonal skills
Terms of Appointment & Fringe Benefits
Appointment will be offered on a 2-year fixed-term contract. Fringe benefits include paid leave, medical insurance and MPF.
Application forms are available on the Council’s website https://www.consumer.org.hk/. Interested applicants are invited to apply to the Director of Human Resources by sending the completed application form and a resume together with a cover letter explaining why they consider themselves suitable for the position by 22 September 2025. Applications should be sent by e-mail to recruit@consumer.org.hk. Candidates not invited for interview within 12 weeks from the closing date may consider their applications unsuccessful.
The Consumer Council is an Equal Opportunity Employer.
Personal Information Collection Statement
- You must provide the personal data marked as mandatory in the application form. Otherwise, the Council may not be able to process your application.
- The personal data collected during the application process will be used for recruitment of the post, including assessing your application and contacting you, and other directly related purposes. For such purposes, we may disclose your personal data to members of an assessment panel to assist in the recruitment.
- Personal data of unsuccessful candidates will be retained for a maximum of 2 years from the closing date of application, thereafter the data will be destroyed.
- You have the right to request access to and correction of your personal data held by the Council, by submitting your request in writing to the Compliance and Administration Officer at 22/F, K. Wah Centre, 191 Java Road, North Point, Hong Kong. The Council may charge you a fee for the processing of such request.
- Please refer to the Privacy Policy at https://www.consumer.org.hk/en/privacy-policy for more information on the Council’s privacy policies and practices.