Officer / Senior Customer Service Officer, Customer Service

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.

Qualifications/Requirements:

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