Senior Officer, Customer Service, Insurance, 28k

Hong Kong Permanent HK$23,000 - HK$28,000 per month (HK$276,000 - HK$336,000 per year)
  • Regional Role
  • Insurance is a must

About Our Client

Our client is a well-known insurance firm. They wish to hire a talented Customer Service Representative to join their team.

Job Description

Job Responsibilities:

    • 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


  • Bachelor's degree holder with at least 2 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


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

Job summary

Banking & Financial Services
Hong Kong
Job Type:
Consultant name
Nicole Hui
Consultant phone
+852 3412 4832
Job Reference

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.