Senior Officer, Customer Care, Insurance, 28k

Hong Kong Permanent HK$25,000 - HK$28,000 per month (HK$300,000 - HK$336,000 per year)
  • Insurance experience is a must
  • Customer Care is a must

About Our Client

Our client is a well-known insurance firm. They wish to hire a talented Senior Officer - Customer Care to join their team.

Job Description

Job Responsibilities:



    • Lead the customer service team to ensure the service quality is excellent
    • Manage and resolve escalated customer case
    • Plan and optimize resources to meet business goals
    • Arrange regular performance reviews and training sessions to enhance the frontline employee's customer servicing skills and product knowledge
    • Ensure the operations and activities in accordance with internal policies and external regulations
    • Utilize customer feedback through calls and complaints to identify areas for improvements
    • Stay abreast of the market best practices and advise on new technologies to enhance customer experience
    • Set strategies for maximizing first-contact resolution, reducing call volume and identifying the root causes
    • Work closely with other departments to cultivate a customer-centric culture
    • Provide monthly reporting on KPIs and Contact Centre metrics to senior management

The Successful Applicant

Requirements:

  • Bachelor's degree holder with at least 5 years' experience leading an omni-channel customer service team
  • IIQE Paper 1 and 2 Certificates are preferred or must
  • Proven experience with CRM systems, analytics tools, reporting and process improvement
  • Analytical skills to quantify KPIs, analyze trends and drive enhancements
  • Proactive self-starter able to achieve goals within deadlines independently
  • Relationship builder with strong interpersonal and stakeholder management skills
  • Excellent communication and presentation skills in English and Chinese

What's on Offer



Benefits:

  • Work Life Balance
  • Competitive Pay
  • Career Prospect
  • Well-known bank
Contact
Nicole Hui
Quote job ref
JN-032024-6363794
Phone number
+852 3412 4832

Job summary

Function
Banking & Financial Services
Specialisation
Insurance
Industry
Insurance
Location
Hong Kong
Job Type:
Permanent
Consultant name
Nicole Hui
Consultant phone
+852 3412 4832
Job Reference
JN-032024-6363794

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.