Job ref no.: CT3124661-01#0009
Zurich Insurance (Hong Kong)

Assistant Manager, Complaint Resolution (Life Insurance)

Zurich Insurance (Hong Kong)

  • 5-day week
  • Additional subsidies
  • Birthday leave
  • Compassionate leave
  • Competitive pay
  • Dental plan
  • Discretionary bonus
  • Examination leave
  • Extra maternity leave
  • Extra paternity leave
  • Family medical plan
  • Flexible working hours
  • Insurance plan
  • Marriage leave
  • Medical plan
  • Special / extra leave
  • Staff care centre
  • … + 12 more

Your role

  • Handle customer enquiries or complaints via regulatory bodies and distributors properly and timely
  • Interact with complainants to provide and process information in response to their concerns about products and services by telephone, in person and/or in writing
  • Carry out appropriate and adequate investigation for responsible complaint cases and strive to find a speedy/effective solution/service recovery to minimize the negative impact on customer experience and the business risks
  • Assist in administrative support and handle tailor-made/complex correspondence within pre-set turnaround time
  • Follow proper procedures with productivity and work up to required quality standards
  • Follow-through with complainants and/or brokers/ex-agent during the investigation process and gather useful information in order to obtain a complete picture of the case and abnormal findings
  • Challenge work practices and present options and recommendations on changes and initiatives, which will improve operation efficiency and ultimately, business success
  • Identify service gaps (e.g. addressing inconsistency, inefficiencies, best practices, emerging trends, etc) of each touch point and proactively drive relevant parties to improve customer experience
  • Assist in compiling accurate and relevant regular management reports timely
  • Assist the Manager to provide training on complaint handling skills and procedures to improve overall service awareness and handling skill
  • Bring in new and creative idea in service improvement from the customer perspective to enhance long term customer relationship
  • Develop an effective working relationship with colleagues to ensure alignment of best working practice
  • Keep abreast of the customer service market trend and propose new ideas/practices/technology, which add value to customer experience and improve overall productivity, service quality and cost efficiency
  • Assist in ad-hoc project when required
  • Responsible for overall control of correspondence log and deliver quality written reply within agreed turnaround time


Your Skills and Experience

  • Bachelor degree holder with FLMI and ACS is an added advantage
  • Minimum 7 years of experience in customer service environment with complaint management exposure gained in insurance or financial industry
  • Good knowledge of the life insurance product and operations
  • Good communication skills, professional telephone manner and complaint handling skills are essential
  • Good command of English, Mandarin and Cantonese
  • Proficiency in Microsoft Office applications including Word, Excel and Chinese Word Processing
  • Good cultural awareness


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More job information
Job ref no. CT3124661-01#0009
Job Function
  • Quarry Bay
Employment Term
  • Permanent
  • Full-time
  • 4 years - 8 years
Career Level
  • Middle management level
  • Diploma or equivalent
  • Asso. Deg or High Dip
  • Degree
  • Master's degree
Require to Travel
  • No travel