Job ref no.: CT3124792-01#3143

Officer / Senior Customer Service Officer, Customer Service

Metlife Limited

Major Responsibilities:



  1. Manage and handle customers’ enquiries and complaints for all distribution channels to enhance customer experience through continuous improvement;
  2. Perform cashier duties for receiving cash / cheque / credit card payment…etc;
  3. Communicate and coordinate with other departments in identifying improvement opportunities through customer feedback and implement action plans to minimize complaints;
  4. Establish and improve workflow, procedures and service standards and enhance KPIs;
  5. To prepare daily production & performance reports with high quality standard;
  6. To manage and develop people in order to deliver quality service to our customers & distribution channels including agency & broker;
  7. To support Customer Service activities and other ad-hoc assignments;
  8. To review and smoothen the daily operation of CS Counter.







  1. F. 7 graduate or above, preferably with IIQE Paper 1, 3 & 5 qualifications;
  2. Minimum 3 years’ insurance experience, preferably in Customer Service or Insurance industry;
  3. Responsible, attentive to details and willing to learn;
  4. Self-initiated and willing to adapt changes;
  5. Independent and able to work under pressure;
  6. Excellent in MS Office application, especially Word and Excel;
  7. Excellent customer service skills and good command on spoken Cantonese, Mandarin and English.
  8. Good leadership skills to coach and develop team members



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More job information
Job ref no. CT3124792-01#3143
Job Function
  • Wanchai
Employment Term
  • Permanent
  • Full-time
  • N/A
Career Level
  • N/A
  • N/A