Officer, Customer Service

Found in: beBee S HK - 2 weeks ago

Kwun Tong, Hong Kong SAR China The Cigna Group Full time

Job Description Summary

Delivers professional activities in the Customer Service job family. Applies standard techniques and procedures to routine instructions that require professional knowledge in specialist areas. May serve as primary contact and liaison between one or more major customers, Health Plans, Service Centers, and/or functional areas. Determines best method to resolve problems ensuring customer satisfaction and adherence to company policies. Helps monitor and review customer service standards. May help manage and maintain customer information databases. Assists with customer follow-up where more in-depth knowledge of company products and services is required. Must have thorough technical knowledge of assigned products and excellent communication skills. Provides standard professional advice and creates initial reports/analyses for review. May provide guidance, coaching, and direction to more junior members of the team in Customer Service.

Hiring Requirements

The incumbent will be responsible for performing various customer service functions through inbound / outbound /face-to-face activities. The successful candidate should be analytical-minded and dedicated in a customer-focused career with strong desire for development in insurance field. 

Job Responsibilities:

  • Liaise with various internal teams and external parties to fulfil customersâ requests
  • Support both hotline Email and Live chat from our customers on individual medical policy queries
  • May have Face-to-face contact with customers to handle feedback, service requests and complaints
  • Process escalated cases such as complaints or special requests from team members or vendors
  • Provide administrative support including reports and correspondences
  • Assist in the UAT on development of customer Portal and customer service project
  • Assist in ad-hoc assigned duties

Job Requirements:

  • Degree holder with at least 2 yearsâ customer service experience for Medical Product in call centre, preferably in insurance / banking industry
  • DSE (Grade 2 or above in 5 subjects, including Chinese or English and Mathematics) equivalent or above
  • IIQE Paper 1 & 2 are required or fulfill the IIQE requirement is also considered
  • Experience in handling Employee Benefits / Group Operations Hotline is preferred
  • Experience in delivering service through digital platform will be an advantage
  • Proficiency in English and Chinese Word Processing is a must
  • Strong customer-oriented mindset with excellent communication and interpersonal skills
  • Excellent team player, independent, diligent and responsible, with a positive attitude under pressure
  • Familiar with various MS Office applications including Word and Excel
  • Excellent in English, Cantonese and Mandarin with a friendly and helpful tone
  • Confident in providing excellent customer service

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

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