Specialist, Client Service Delivery

You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Manage the daily floor operations of call center and supervise hotline team to achieve set target both on quality & productivity. Work with client complaint team to manage client complaint handling and provide input for service improvement and risk avoidance.

Responsibilities

• Responsible for ensuring that all Client Services activity is managed within agreed service level and turn-around-time (TAT) and to a high standard of service quality.

• Deliver quality client service and handle enquires or complaints through letters, telephone calls and emails, meeting targets set for speed, accuracy, quality, clarify and empathy, with minimal supervision.

• Act as a key contact point for both internal and external customers and provide day-to-day administrative supports

• At all times taking full ownership of any issues and enquiries.

• Collect feedback and reflect customer needs and expectations to the Company.

• Reviews reports and discusses team performance, achievements and opportunities with CS Manager and department head

• Acts as a trainer in client service staff training, shares experiences on complicated inquiries/complaints and offers solutions to eliminate future calls

• Back up correspondence activities during peak periods and recommends work schedule and staffing

• Perform ad-hoc projects as required

Requirements

• University graduated in any discipline with IA license in paper 1, 3 & 5 pass

• At least 5 years in Client Service of which 2 - 3 years are at supervisory level with good knowledge in insurance industry

• Good knowledge of insurance and financial services

• Competent knowledge in customer service functions

• In-depth knowledge of insurance principles and terminology

• Competent PC knowledge, includes Excel, Word, PowerPoint and Access and Chinese Word Processing

• Good spoken of English and Mandarin

• Senior offer to be offered for less experienced candidate

We offer attractive salary, MPF, group life and group medical insurance and excellent career development opportunities to the right candidate.

We are an equal opportunity employer and welcome applications from all qualified candidates. Application forms and resume will be kept for a period of 24 months after completion of the recruitment process. (All information will be held in strict confidence and only be used for recruitment purpose).

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