Assistant Customer Care Manager
AXA
HONG KONG
4天前

Responsibilities :

  • Assist Service Manager to manage & handle escalated cases, dissatisfaction, soft complaints from clients, brokers and client retention.
  • Manage a team of customer service representatives to provide professional advice and good customer service to customers
  • Direct the daily operations of the customer service team. Ensure the necessary resources and tools are available for quality customer service delivery
  • Adhere to operating guidelines, work within their delegated authorities and meet departmental SLA targets
  • Handle and follow up cases escalated by CSOs or sales team
  • Handle complicated / escalated, soft complaints and dissatisfaction from customers
  • Resolve the case straight away if it is within own authority or coordinate with relevant parties if it exceeds own authority level
  • Achieve team’s KPI and drive for improvement
  • Involve in ad hoc tasks
  • Requirements :

  • Min. 5 years working experience in insurance or financial industries
  • Good knowledge and experience in complaint handling is preferable
  • Solid experience in insurance is preferable
  • Good analytical, negotiation and problem solving skills
  • Excellent written English and Chinese correspondence skill
  • What We Offer

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

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