Job Description
Our client, a HK service provider is now looking for the following candidates -
Responsibilities
Qualifications / Experience
Responsibilities
- Responsible for managing the overall day to day performance of the customer service team to provide customer centric quality service to customers (end customers and distributors)
- Deliver quality customer service and handle enquiries or complaints through correspondence, telephone calls and electronic device, meeting targets set for speed, accuracy, quality, clarity and empathy, with minimal supervision.
- Handle different types of Policy Alterations and Policy Servicing on different types of products.
- Implement and review team KPIs – ensuring visibility of team performance and actions to make improvements
- Monitor the performance of the team and the individuals
- Assist to organize training to team members on regular basis in order to increase / strengthen the individual’s technical knowledge and softskill.
- Provide coaching, motivation and support to team members to achieve the target and high quality service in daily inbound and outbound phone activities.
- Ensure team members adhere to the requirements on compliance and the established services standards are achieved through rigorous adherence to and continued streamlining of work process.
- Ensure all business risks are reported, assessed and followed up in a timely manner
- Work closely with colleagues in other departments, with the aiming of improving the service to our key distributors and customers, and at all times seek to display a team working mentality
- Collect feedback and reflect customer needs and expectation to the Company.
- Participate in company projects as required, including providing resource to support items such as testing
- Recommend changes to procedures/processes and participate in their implementation.
- Build strong relationships with key customers, colleagues, intermediaries and other external contacts.
- Maintain an understanding and awareness on key aspects of life insurance, legislation, compliance and the market.
Qualifications / Experience
- University graduate preferred.
- At least 8 years experience in the life insurance industry preferably in Hotline, Customer Complaint and Customer Retention areas.
- Sound experience in Policy Administration areas such as knowledge on premium collection including Direct Debit and Credit Card payment.
- Self-motivated, a quick learner and a good team player.
- Mature, good telephone manners and good disposition.
- Good organizational and interpersonal skills.
- Good stakeholder management skill and strong leadership skill.
- Work well under pressure and be able to complete task at a timely manner.
- Ability to work unsupervised, to work on own initiative and prioritize work.
- Good command of both written and spoken English and Chinese. Good Mandarin will be an asset.
- Good knowledge of Microsoft word, Excel, PowerPoint and Chinese Word Processing.