Assistant Customer Care Manager, Direct Customer
AXA
HONG KONG
36天前

Description

  • Assisting Head of Retention and Direct Customer to manage & handleescalated cases, dissatisfaction, soft complaints from clients,
  • brokersand client retention.
  • Assist Head of Retention and Direct Customer to manage soft complaints anddissatisfaction, ensuring the team have been provided
  • withadequate training, adhere to operating guidelines, work within their delegatedauthorities and meet departmental SLA
  • targets
  • Assistthe team in servicing CCC customers and providing product options in achievingcross sell targets
  • Handleand follow up cases escalated by CSOs or sales team
  • Handle complicated / escalated, soft complaints and dissatisfaction fromcustomers
  • Resolve the case straight away if it is within own authority or coordinate withrelevant parties if it exceeds own authority
  • Level
  • Providethe foundation process and system training that enables the CSOs to kick offthe first call
  • Act asfloor coach from time to time
  • Provideinbound and outbound training for direct customers
  • Qualifications

  • Min. 10years working experience in insurance or financial industries
  • Goodknowledge and experience in training is preferable
  • Solidexperience in insurance is preferable
  • Goodanalytical, negotiation and problem solving skills
  • Excellent written English and Chinese correspondence skill
  • AXAproduct knowledge (an asset, not a must)
  • Direct sales, sales, or insurance sales experience (a must)
  • What We Offer

    We offer excellent career prospects and attractive remuneration package to the right candidates.

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