About our Client Our client is an insurance company with presence in the Asia Pacific Region offering a wide range of insurance products and services to the customers. With the aim of providing outstanding service to their customers, they are looking for a high calibre candidate to lead the Customer Hotline Team.
About the Role Reporting to the Head of Customer Engagement, you will manage the Customer Hotline team and lead the inbound and outbound operations. It is important that you ensure the accuracy of all tasks and to be completed within time limits and in quality standards. You will ensure operations are in compliance with the company standards and regulatory requirements. You are accountable for operation efficiency and productivity including resources allocation. As the Senior Manager, you are expected to evaluate team and individual performance, and conduct on-going training to the team members on product information, product updates as well as soft skills etc. You also need to prepare management reports and handle operation projects when necessary.
About the Candidate
Degree holder in business related discipline
At least 10 years of relevant working experience in insurance industry in which at least 5 years are in supervisory role
Solid experience in managing inbound and outbound call center operations
Strong leadership skills, communication, interpersonal and presentation skills
Strong analytical and problem solving skills
Customer-oriented, responsible and able to work in a very fast-paced environment
Familiar with MS Office applications (Word, Excel and PowerPoint)
Good command in written and spoken English and Chinese (Cantonese and Mandarin)
Click "Apply Now" to apply for this position or call Chamy Wong at +852 3180 4965 for a confidential discussion. All information collected will be kept in strict confidence and will be used for recruitment purpose only.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases