Job ref no.: CT3119652-01#4387

Customer Service Manager (insurance background)

Robert Walters

Job overview: The Customer Care Manager is responsible to train junior colleagues and resolve customers' complaints.

Key Responsibilities:

  • Offer guidance and advice to junior staff on resolving customer complaints
  • Manage the investigation and resolution of complaints
  • Ensure customer complaints are escalated to internal colleagues or regulatory bodies or HSBC
  • Champion the sharing of experiences with concerned stakeholders to improve customer experiences
  • Ensure that the team adhere to prevailing data standards, policies and regulations as well as meeting the SLAs and KPIs.
  • Analyse customer complaints, identify areas for enhancing service quality in view of customer experience
  • Help to develop an automated process to manage the complaints process including accurate and timely reporting
  • Work with the team to develop the Customer Complaints manual which outlines processes, frameworks and procedures to guide staff in the management of complaints and ensure complaint management standardisation.

Key Skills:

  • 4-6 years experience of customer complaint handling
  • Strong negotiation, influencing and interpersonal and negotiation skills
  • Sound operational and system process study experience and strong analytical skills.
  • Detail oriented and good logical process thinking
  • Self- motivated, able to work under pressure and tight deadlines
  • Confident to interact with cross functional teams independently.
  • Excellent verbal and written communication skills in Chinese and English
  • Totally customer-focused mindset and good commercial orientation
  • Good computer skills (Excel, Word and PowerPoint)

Client Overview:

Our client is a leading finance institutional around the globe.

Get in touch

Regan Lo


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More job information
Job ref no. CT3119652-01#4387
  • 35,000 - 55,000 / month
Job Function
Employment Term
  • Full-time
  • 4 years - 6 years
Career Level
  • Middle management level
  • N/A