Job ref no.: JR00066241
Sun Life Hong Kong Ltd

Officer, Client Service Delivery

Sun Life Hong Kong Ltd

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Responsibilities

  • Contributes to the setting of the service pledge and performance indicators and monitor daily performance against those standards. Monitor performance, identify training needs, conduct appraisals and provides coaching to the customer service staff so as to achieve the standard
  • Performs control functions such as silent monitoring of phone conversations or customer interaction and document the results
  • Makes staffing and job mismatch recommendations to department head
  • Reviews reports and discusses team performance, achievements and opportunities with department head
  • Carry out training needs analysis by observing customer interactions.
  • Acts as a trainer in customer service staff training, shares experiences on complicated inquiries/complaints and offers solutions to eliminate future calls
  • Identify training needs, provide training and coaching to customer service staff for career advancement
  • Handles and resolve complicated / escalated customer / channel complaints or objection and meet their needs
  • Back up hotlines / walk in activities during peak periods and recommends work schedule and staffing based on previous call experience and by using the Symposium reports
  • Improves information access by updating the Knowledge Base
  • Takes an active role in streamlining the workflow

Job Requirements

  • Diploma or above in any discipline
  • Minimum 5 of years in client service with good knowledge of insurance industry preferred
  • Holder of IIQE paper 1, 3 and 5 is preferable
  • Strong team player with positive attitude
  • Client-centric with good communication and interpersonal skills
  • Detail-minded, multi-tasked and able to work under pressure
  • Good spoken and written English & Chinese (both Cantonese and Mandarin)
  • Good PC skills in MS Office

We offer 5-day work, attractive salary, MPF, group life and group medical insurance; and excellent career development opportunities to the right candidate.

We are an equal opportunity employer and welcome applications from all qualified candidates. Application forms and resume will be kept for a period of 24 months after completion of the recruitment process. (All information will be held in strict confidence and only be used for recruitment purpose)

More job information
Job ref no. JR00066241
  • 5-day week
  • Dental plan
  • Discretionary bonus
  • Insurance plan
  • Medical plan
Job Function
  • Hunghom
Work Model
  • On-site / At the workplace
Employment Term
  • Permanent
  • Full-time
  • 5 years - 10 years
Career Level
  • Non-management level
  • Diploma or equivalent
  • Asso. Deg or High Dip
  • Degree
  • Master's degree