FIND YOUR BETTER AT Blue Cross
If you believe in better, we'd love to hear from you.
About the Role
Responsible for handling customer inquires via telephone, email, or online platform
Roles and Responsibilities:
- Coordinate, supervise and monitor the regular customer service activities of team members
- Provide expertise and customer service support to colleagues and customers
- Set priorities for the team to ensure completion of tasks and achievement of performance goals
- Handle and investigate the escalated cases from colleagues or regulator in both written and verbal communication
- Align with company direction and strategy to deliver the quality customer services via different channels
- Assist in call evaluation, staff coaching and training as well as the implementation of new business initiatives to enhance the company's customer service standards and reputation in the market
- Support and participate in any ad-hoc projects or tasks as assigned
Job Requirements:
- University degree
- Minimum 6 years work experience in customer service call centre or frontline counter centre, preferably gained from insurance industry.
- Fulfilment of the fit and proper criteria of the Insurance Authority for licensing as an individual insurance agent of the Company, and the minimum education and qualifications requirements, including but not limited to passes in IIQE Paper 1& 2 [subject to the regulated activities to be conducted]
- Good customer service, problem-solving and communication skills
- Customer-focused, positive, self-motivated and willing to learn
- A good team player with ability to work under pressure in a dynamic and changing environment
- Good command of both written and spoken English and Chinese.
