Life Insurance Customer Service Executive
3 days ago
Customer Service Executive - Hotline & Service Centre Roles (2 headcounts) Key Responsibilities Service Delivery & Problem Resolution Address customer and agent inquiries, requests, and complaints. Provide prompt and accurate services, including policy information and professional advice to customers. Handle and resolve customer problems, including elevated complaints and special requests related to policy matters. Engage proactively with customers for follow-up cases. Handle inquiries and complaints regarding various operation processes, such as Underwriting, Policy Owner Service, and Claims for different lines of business. Operation & Compliance Follow operational procedures in compliance with documented guidelines, service benchmarks, regulatory requirements, and company policies. Document call activities in the system and log follow-up items. Work closely with internal business partners to resolve uncertain issues and complaints. Collaborate with departments like Premium Collection and Underwriting to provide one-stop verification services (where applicable). Achieve individual and team performance targets. Improvement & Team Support Continuously identify areas for service improvement. Collect customer feedback and report operational problems to management. Contribute new ideas to enhance work efficiency and the overall customer experience. Coach and mentor team members, and prepare training material. Requirements Experience & Qualifications Customer Service Ambassador (Centre): University/College graduate with 4-5 years of relevant experience OR Form Five with at least 7-8 years of working experience. Customer Service Advisor (Hotline): Equivalent experience or a Higher Diploma, Associate Degree, or University Degree holder. Basic insurance knowledge is advantageous. Solid knowledge of life insurance is required for the Ambassador role. Skills & Attributes Excellent communication and interpersonal skills. Good interpersonal skills are essential. Proficient in both spoken and written English and Chinese. Mandarin proficiency is specifically required for the Ambassador role. Passionate about providing excellent customer service, self‑initiative, and driven by a customer‑centric approach. Proactive, independent, analytical, patient, attentive to details, well‑organized, and able to work under pressure with good problem‑solving skills. Open to changes and challenges. Committed to providing a high standard of service. Licensing IIQE Paper 1 & 3 holder is essential for the Hotline Advisor role; IIQE 2 & 5 is preferred. Relevant license required for regulated activities (for Ambassador role). Ready to advance your customer service career in the insurance industry? Apply now #J-18808-Ljbffr
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