Job ref no.: CT3112902-01#0050
Zurich Insurance (Hong Kong)

Senior Officer, Complaint & Quality Management

Zurich Insurance (Hong Kong)

  • 5-day week
  • Birthday leave
  • Compassionate leave
  • Competitive pay
  • Dental plan
  • Discretionary bonus
  • Extra paternity leave
  • Family medical plan
  • Flexible working hours
  • Insurance plan
  • Marriage leave
  • Medical plan
  • Special / extra leave
  • Staff care centre
  • Work at home
  • … + 9 more

Our Opportunity:

Being part of the team, you will apply your professional knowledge and expertise to provide quality customer services to customers and handle customer complaints.  If you are interested in working in a dynamic, challenging environment, for a company that recognizes and rewards your creativity, initiative and contributions, just simply click "Apply online"


Job Responsibilities:

  • Be responsible for customer enquiries and complaints via regulatory bodies and distributors properly and timely
  • Interact with complainants to provide and process information in response to their concerns about products and services by phone, in writing and/or in person
  • Carry out the appropriate and adequate investigation for assigned complaint cases and strive to find a speedy/effective solution/service recovery to minimize the negative impact on customer experience and the business risks
  • Assist in identifying the service gaps of each touch point and proactively drive relevant parties to improve customer experience
  • Support the work practice review and provide options & recommendations on changes and initiatives, which will improve operation efficiency and achieve business success
  • Support the training on complaint handling skills and procedures to enhance the overall service awareness in complaint handling
  • Keep abreast of the customer service market trend and propose new ideas/practices/technology which add value to customer experience and improve overall productivity, service quality and cost efficiency
  • Manage the correspondence log and delivery quality in written reply within agreed turnaround time
  • Develop and standardize the correspondence template for professional image to end customers


Job Requirements:

  • Degree holder with qualification in FLMI and ACS is an added advantage
  • Minimum 3 years of relevant experience in customer service environment with complaint management exposure gained in insurance or financial service industry
  • Familiar with life insurance products and operations is preferable
  • Good communication, presentation and interpersonal skills
  • Good command of both spoken and written English and Chinese
  • Proficiency in Microsoft Office applications including Word, Excel and Chinese Word Processing


Interested parties please simply click Apply Now to access our "Global Recruitment Management System" for submitting your application. 

You are invited to visit our web site at :


More job information
Job ref no. CT3112902-01#0050
  • N/A
Job Function
  • Quarry Bay
Employment Term
  • Permanent
  • Full-time
  • 2 years - 4 years
Career Level
  • Non-management level
  • F.5- F.7 or DSE
  • Diploma or equivalent
  • Asso. Deg or High Dip
  • Degree