Senior Executive, Customer Experience

1 week ago


Hong Kong, Central and Western District, Hong Kong SAR China Chubb Life Full time
  1. Handle enquiry from clients / agents / channels to resolve their incoming request and share with the team for the experience and knowledge.
  2. Represent as a company ambassador to all internal and external clients and channels, responding by telephone and written correspondence regarding policy information, company procedures, rules, and guidelines.
  3. Demonstrate good service practice to CSE.
  4. Provide recommendations to streamline procedures.
  5. Interpret the needs/requests of the caller and provide accurate information and explanations.
  6. Perform one-stop service and solutions to agents/clients with accuracy and professionalism in relation to procedure, payment, underwriting guidelines, and completion of formalities that can solve the enquiries and problems.
  7. Follow up tasks to ensure clients' requests are suitably processed to achieve their satisfaction.
  8. Manage complaints with first priority and make recommendations to resolve the case to the customer's satisfaction and suggest ways to prevent future occurrences.
  9. Collaborate closely with the team manager to achieve mutual understanding within the department and create a harmonious working environment.
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