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
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.