Job ref no.: CT3118201-01#2351

Customer Service Call Centre (Financial Products) - Senior Officer/Officer/Senior Rep/Rep -few posts

Polaris Consultancy Limited

Polaris Consultancy Limited reaches 19th Anniversary.

 **Visit our Website: http://www.polariscl.com.hk/ for job details. 

 

On behalf of clients, we are seeking high calibre candidates for the following:
 

Positions: Customer Service Call Centre (Financial Products) - Senior Officer/Officer/Senior Rep/Rep - few posts

Positions offered would be depending on the qualifications and experience of the candidates.   

RESPONSIBILITIES: 

To execute any of the following job functions    

a).  Senior Officer/Officer/Assistant Officer Customer Service (Life Insurance Call Centre) 

  • Handles enquiry on broad range of services issues from customers via hotline and walk-in services
  • Liaises with internal department, channels and customers on reply of enquiry and completion of requirement
  • Handle complicated complaint from all channels, carry out investigation and liaise with relevant parties to obtain relevant information for decision making, propose resolutions / obtain approval from higher level and record the case details
  • Conduct various outbound call with documented protocols
  • Performs policy conservation with documented protocols
  • Handles non-standard bilingual written inquiry
  • Participates in customer service-related projects
  • Mentors junior staff on the daily operation of customer service
  • Recommends projects to improve the workflow and service in the team

b).  Officer (Pensions Customer Service Call Centre) 

  • Handle incoming and outgoing calls from and to members and employers, as well as enquiries from the walk in counter
  • Achieve expected standards of service and meet standards in terms of quality, cost effectiveness and compliance with legislative requirements when completing assigned work/tasks
  • Collect customers’ feedback for service improvement
  • Ensure scheme related enquiries are recorded in the customer management system by logging the details
  • Assist Customer Service Representative to handle difficult customers / complaint cases
  • Perform call observation and review with Customer Service Representative
  • Assist team leader in call centre operation and system enhancement

c).  Senior Representative (Pensions Customer Service Call Centre)  

  • Handle MPF & ORSO enquiries through hotlines and e-mails
  • Follow up customer enquiries and feedback with good quality standard 
  • Ensure the delivery of service meet with our service standard & comply with regulatory requirements
  • To assist junior colleagues in handling complaint cases/ demanding customers

d).  Representative (Pensions Customer Service Call Centre) 

  • Handle MPF & ORSO enquiries through hotlines and e-mails
  • Follow up customer enquiries and feedback with good quality standard 
  • Ensure the delivery of service meet with our service standard & comply with regulatory requirements

REQUIREMENTS  

1.  General Requirements 

  • Degree holder with professional insurance qualification (e.g. FLMI or ICA), passed some  IIQE papers
  • Good Knowledge of Life Insurance or Pensions aspects.
  • Strong analytical and problem solving skills.
  • Able to work under high pressure with professional business acumen.
  • Excellent leadership, interpersonal and communication skills.
  • Familiar with MS Word, Excel & PowerPoint.
  • Proficient in spoken & written English & Chinese (Cantonese & Mandarin). 

2.  Experience Requirements 

a).  for Senior Officer/Officer/Assistant Officer Customer Service (Life Insurance Call Centre) requires 4 - 7 years in Customer Service with good knowledge of insurance industry with good knowledge of life insurance 

b).  for Officer (Pensions Customer Service Call Centre) requires 3 year of customer service related working experience in pension industry

c).  for Senior Representative (Pensions Customer Service Call Centre) requires  1 year of experience in banking and financial industries, preferably in call centre / customer service related, passed in MPF Exam preferred but not essential.

d).  for Representative (Pensions Customer Service Call Centre) requires some experience in banking and financial industries, customer focused with positive attitude & communication skills.  Willing to take examination for MPF.

Notes: Position offered would be depending on the qualifications and experience of the candidate. 

**Visit our website:  http://www.polariscl.com.hk/ for job list and more details. 

Application Method

Quoting job title by sending Word resume directly to:

Teresa Choy
Polaris Consultancy Ltd
Enquiry: 852-25811913
 

 

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More job information
Job ref no. CT3118201-01#2351
Salary
  • N/A
Job Function
Industry
Employment Term
  • Full-time
Experience
  • 1 year - 7 years
Career Level
  • Middle management level
Education
  • Degree