Job ref no.: CT3118290-01#3824

Assistant Manager, Customer Service


The incumbent will be responsible for managing the operations of hotlines, walk-in customers and live chat provided by in-house Customer Service team and external service providers. The successful candidate should be customer-focused and result-driven.

Job Responsibilities:
  • Manage the operations of customer service delivered in various platforms including inbound and outbound calls, walk-in customers and live chat.
  • Efficiently plan resources and assign tasks to accomplish target Key Performance Indicators (KPI)
  • Monitor and improve individual’s performance to maximize overall operational efficiency and productivity
  • Identify and implement opportunities for improvement in services to strengthen Cigna’s edge as a customer-centric health and well-being partner
  • Oversee efficiency and quality of services delivered by external service providers to meet the agreed service level
  • Act as the team’s representative to participate operational and system projects including changing in operating model and systems
  • Participate operational and systems projects throughout project lifecycle including user requirement gathering, UAT and post-implementation review
  • Produce regular management report and ad-hoc analytics for performance evaluation and improvement


  • Minimum 8 years experiences in customer service operation; of which 5 years is in supervisory level, preferably in insurance / banking industry
  • Strong knowledge in life and medical insurance products, especially delivery services through digital platform
  • Experience of working in a face-paced environment and managing process change
  • Effectively manage the team and communicate with stakeholders
  • Ability to dig out insight from data and take actions accordingly
  • Customer centric, result driven and strong problem solving skill
  • Cantonese speaker with good command in spoken and written English and Chinese
  • Holding of IIQE 1, 2, 3 & 5

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More job information
Job ref no. CT3118290-01#3824
  • N/A
Job Function
Employment Term
  • Full-time
  • 8 years - 13 years
Career Level
  • Middle management level
  • N/A