Customer Care Associate

• Job Category: Customer Service - Hotlines
• Department/Group: General Insurance
• Location: Wong Chuk Hang
• Work Days: Mon - Sat
• Work Timings: Weekdays: 9.00 AM - 8 PM; Weekends: 9:00 AM - 1 PM
• Shifts: A - 9.00 AM - 5.30 PM; B - 9.30 AM - 6.00 PM; C - 11.30 AM - 8:00 PM
• Roster Adherence Requirements: Saturday working and Shift timings

Role and Responsibilities

• Handle customer enquiries in a timely manner from different digital channels, including Email, Web Chat and Letter etc.
• Maintain good customer relationship and promote the company's services
• Liaise with internal departments to ensure proper resolution of customer enquiries
• Address customer feedback/ complaints professionally
• Logging all customer queries in a clear and concise manner and adhering to internal SLAs for follow ups and response times
• Handle soft complaints from customers and liaise with internal departments to resolve the customers within specified timelines
• Reply or follow up on incoming correspondence and emails
• Build and maintain good relationship and teamwork within the team

Qualifications and Education Requirements

• Higher Diploma, Associate Degree or University Degree holder
• At least 2 years working experience in contact center and/or insurance industry
• Good command of spoken and written English and Chinese & PC skills
• Good interpersonal skills, self-initiative with a passion for customer centricity
• Attentive to details, well-organized with good problem-solving skills
• IIQE I and II insurance license preferred