Senior Officer, Customer Service
Kwun Tong, Kowloon, Hong Kong

The incumbent will be responsible for performing various customer service functions through inbound / outbound / face-to-face activities.

The successful candidate should be analytical-minded and dedicated in a customer-focused career with strong desire for development in insurance field.

Job Responsibilities :

Liaise with various internal teams and external parties to fulfil customers’ requests

Process escalated cases such as complaints or special requests from team members or vendors

Support both hotline and live chat from our customers on group and individual policy queries

May have Face-to-face contact with customers to handle feedback, service requests and complaints

Provide administrative support including reports and correspondences

Assist in the UAT on development of customer Portal and customer service project

Assist in ad-hoc assigned duties

Job Requirements :

Degree holder with at least 5 years’ customer service experience for Life & Medical Product in call centre, preferably in insurance / banking industry

Form (Grade E or above in 5 subjects, including Chinese or English and Mathematics) or equivalent

IIQE Paper 1, 2, 3 & 5 is required or fulfill the IIQE requirement is also considered

Experience in handling Employee Benefits / Group Operations Hotline is preferred

Experience in delivering service through digital platform will be an advantage

Proficiency in English and Chinese Word Processing is a must

Strong customer-oriented mindset with excellent communication and interpersonal skills

Excellent team player, independent, diligent and responsible, with a positive attitude under pressure

Familiar with various MS Office applications including Word and Excel

Excellent in English, Cantonese and Mandarin with a friendly and helpful tone

Confident in providing excellent customer service

Shift duty is required (Weekday till 9 pm, Weekend and public holiday till 6 pm)


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