Job ref no.: CT3124661-01#0005
Zurich Insurance (Hong Kong)

Assistant Manager, Customer Care (General Insurance Call Centre)

Zurich Insurance (Hong Kong)

  • 5-day week
  • Additional subsidies
  • Birthday leave
  • Compassionate leave
  • Competitive pay
  • Dental plan
  • Discretionary bonus
  • Extra maternity leave
  • Extra paternity leave
  • Family medical plan
  • Insurance plan
  • Marriage leave
  • Medical plan
  • Special / extra leave
  • Staff care centre
  • … + 10 more

Job Responsibilities:

  • Manage, support, motivate and develop the Customer Care team with full engagement by providing “options and solutions" to our customer in order to best meet and exceed their expectations
  • Perform effective daily work allocation and quality check to ensure the quality up to required quality standards
  • Resolve complex and sensitive queries or escalated complaints in order to minimize the negative impact on customer experience and the business risks
  • Assess staff’s performance to ensure service delivery during customer contacts in compliance with the required standards and provide constructive feedback appropriately
  • Review and update all procedures, practices and service delivery standards relevant to Customer Care team timely and ensure they are complied with regulatory and internal requirement
  • Challenge current work practices and procedures and drive improvement and change initiatives
  • Compile accurate and relevant regular management reports timely
  • Handle any assigned projects and ad hoc initiatives
  • Develop an effective working relationship with colleagues to ensure alignment of best working practice
  • Identify the staff/team training needs and monitor the effectiveness of training program so as to align with business goals and strategies


Job Requirements:

  • Bachelor’s degree holder preferred with minimum 5 years of solid customer service and complaint handling experience and minimum 3 years of experience in supervisory level in Insurance or Banking industry
  • Good knowledge of General Insurance product and operations
  • Holder of IIQE Paper 1 & 2. Paper 3 & 5 in advantage.
  • Good organizational and time management skills whilst working accurately and to deadlines
  • Strong complaint handling skills
  • High proficiency in spoken and written English & Cantonese. Good knowledge in Mandarin is preferable
  • Proficiency in Word, Excel and Powerpoint


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More job information
Job ref no. CT3124661-01#0005
Job Function
  • Quarry Bay
Employment Term
  • Permanent
  • Full-time
  • 4 years - 7 years
Career Level
  • Middle management level
  • F.5- F.7 or DSE
  • Diploma or equivalent
  • Asso. Deg or High Dip
  • Degree
Require to Travel
  • No travel