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Chubb Life: Manager, Customer Service

4 weeks ago

Central And Western District, Hong Kong SAR China Chubb Life Full time
As the core support of serving high net worth (HNW) clients and/or intermediaries from all distribution channels, the caliber will:Provide one-stop service (including enquiry and processing of transactions) to HNW clients and/or intermediaries through oral and written communication in a prompt, friendly, courteous, accurate, and helpful manner.Provide back-up support to the hotline and walk-in team of the CS Center when necessary.Handle complaints/feedback as a first priority, including potential complaint cases.Provide guidance to CSE to achieve departmental goals.Guide and coach the CSE to resolve complicated cases and share experiences and knowledge to lead CSE in resolving problems clearly, accurately, and timely.Assist in building and refining the framework for HNW support, including servicing and administration procedures and workflow.Follow up on tasks to ensure enquiries/requests are suitably processed to achieve client satisfaction.Work closely with the immediate supervisor/manager and distributors to ensure service delivery.Review and update procedure manuals in accordance with changes in business requirements and regulatory compliance.Prepare regular reports for management reporting.Support company projects/initiatives assigned from time to time.

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