Customer Services Officer
Hong Kong

Job Description

In this position you will....

Engage in customer service function and backend support for Device Protection business in HK.

You will be responsible for

  • Handling enquiries from inbound and e-channels regarding from customers including general program enquires, resolve issues, switch and claim request.
  • Conducting outbound follow up calls for servicing / NPS.
  • Contributing to NPS targets.
  • Escalating issues to the internal and external parties.
  • Engaging with customers and provide end-to-end service support including customer needs identification, solution recommendation, claim handling, service request follow up, and progress update.
  • Engaging with service providers on logistics arrangement, repair / switch service arrangements, complaints escalation and resolve all related issues.
  • Supporting data entry work, manual system status updates, reporting, follow up actions.
  • Following communication procedures, guidelines and policies.
  • Other ad hoc and administrative duties as needed.
  • For you to be successful

    We expect you to be able to demonstrate the following key competencies


  • Adapts to changes quickly, flexibly and easily.
  • Comfortable using different approaches to problem solving.
  • Communication

  • Communicates clearly and actively listens to others.
  • Keeps relevant people accurately informed and up-to-date of both positive and potentially negative information.
  • Appreciates feedback and provides timely specific feedback in return.
  • Customer focus

  • Demonstrates a customer centric mindset by prioritizing customer needs and addressing concerns with a sense of urgency.
  • Responds quickly and effectively to new customer ideas and requests.
  • Actively seeks to understand customer feedback and needs and uses this in decision making and solutioning.
  • You will require the following qualifications and skills

  • Territory education or related disciplines with at least 1 years of insurance / customer service experience
  • Possession of IIQE papers 1,2 & 3 is preferred
  • PC literate in MS Office especially MS excel
  • Good command of spoken and written English and Chinese; Putonghua is a plus but not essential
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