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CS Manager, Complaint Management-Leading MNC Insurance Provider
Collaborative Working Environment
20+ days Annual Leave
About Our Client
Our client is a leading Insurance brand in Hong Kong. Well known and well loved, they are now growing and aiming to cement their brand in high quality service. Due to the increased focus on this, they are now looking for a talented Customer Services Manager, Complaint Management to coach and develop their Complaints Management team.
Reporting to the Complaints Management Team Head, the Customer Services Manager, Complaint Management will be responsible for mentoring and coaching the team of junior officers. You will provide quality case investigations in a professional manner, fulfilling compliance standards while delivering a good customer experience at the same time. You will handle, review and reassess escalated, as well as dissatisfaction solution cases and perform additional actions as required. You will take lead for large complaint cases including those that may involve significant financial impacts or branding risks. You will also coordinate internally with partners with the marketing, compliance, legal and operations departments to provide solutions.
The Successful Applicant
To be considered for this role, you should have at least 7 years' experience in CS Management/complaint handling, preferably within the insurance industry. Those with a good knowledge of insurance and experience in financial industries will be highly regarded. You should have excellent organisational, facilitation and written/verbal communication skills, including command of English and Chinese languages. You should also have a strong ability to negotiate, analyse, motivate and lead, with a dedication to quality service delivery.
What's on Offer
Our client offers attractive remuneration, 20+ days annual leave, good benefit packages and excellent development and advancement opportunities. Do not miss this opportunity and apply now!