Claims Services, Manager, Call Centre
Peoplus International Limited
Hong Kong
29天前

About the role

  • Lead and supervise claims customer care centre to handle enquiries, claims and complaints, including customer interaction by call, mail, fax, email, and cases referred by other channels, e.
  • g. social media, service counter, eClaim etc

  • Monitor all claims customer care centre activities and to improve customer experience, call performance and operation efficiency with compliance and quality through the right technology
  • Control and improve the claims related customer communications as required from time to time
  • Lead and supervise claims admin team to register claims and provide admin support
  • Monitor quality of work and drive performance of the claims admin team and ensure the service delivered is above the agreed standard
  • Lead and develop First Response Team members (Claims Customer Care Centre and Claims Admin Support team) by coaching, troubleshooting, communication and motivation
  • Coordinate the work activities of the team, and has responsibility for performance of staff to maximize contributions and drive operational improvements
  • Keep the team informed of all relevant and appropriate information and fosters good engagement with staff, other functions and our many varied, customers, brokers and intermediaries
  • Work closely with all internal departments to ensure smooth communication and consistency of work procedures and practices
  • What we're looking for

  • Bachelor degree with minimum 5 years of experience in call center operation workflow and claims procedures
  • Phone system knowledge (e.g. Lucent)
  • Compliance knowledge
  • Knowledge to manage customer behaviour and complaint
  • Sound knowledge of general insurance
  • Strong call center management skills
  • Action now

  • Interested parties please send full resume with Current and Expected salary to jobs peoplus.com.hk
  • All personal data provided by job applicants will be used for recruitment purpose only.
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