Customer Service Officer

Industry: Call Centre and Customer Service

Workplace Type: No

Location: Hong Kong

Contract type: FULL_TIME

Specialism: Financial Services

Focus: Insurance

Industry: Call Centre and Customer Service

Salary: Negotiable

Workplace Type: No

Location: Hong Kong

FULL_TIME

Consultant: Avery Lee

Job reference: UC7N0X-A53EF806

Date posted: 20 March 2024

hong-kong banking-financial-services/insurance 2024-03-20 2024-05-19 call-centre-and-customer-service Hong Kong HK Robert Walters true

This role offers an exciting opportunity to provide excellent customer service across all product suites, with a focus on life insurance.

Responsible:

• Provide excellent customer service on all products offered by the company with promptness and high degree of accuracy
• Handle enquiries or complaints through various channels including letters, telephone calls, emails, walk-ins and interactions with brokers and/or alternate distribution channels
• Meet targets set for speed, accuracy, quality, clarity and empathy with minimal supervision
• Act proactively to respond to enquiries or complaints through setting customer expectations and meeting agreed deadlines
• Execute customer retention programs and identify cross-selling opportunities proactively
• Collect feedback and reflect customer needs and their expectations on the company to team supervisor
• Maintain an understanding and awareness on key aspects of life insurance, legislation, compliance and the market
• Recommend changes to procedures/processes for ongoing improvement of customer services and participate in their implementation
• Produce and validate activities report and make necessary changes
• Assist other members of the team to design and update manual, procedures, operational forms, documentation and reports of the Life/Asia System

Requirement:

• Experience in the life insurance industry customer service
• Pass in IIQE Paper 1, 3 and 5 is highly preferred
• Self-motivated, quick learner and good team player
• Ability to deal with customers and distributors face to face, on the phone or written correspondence
• Good knowledge of insurance and/or investment products
• Ability to work well under pressure and complete tasks in a timely manner
• Good command of both written and spoken English and Chinese (Cantonese and Mandarin)
• Good knowledge of Microsoft Word, Excel, PowerPoint and Chinese Word Processing

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