Assistant Manager, Customer Service

1 month ago


hong kong, Hong Kong SAR China Crossings Executive Search Full time

The incumbent will be responsible for managing the operations of hotlines, walk-in customers, and live chat provided by in-house Customer Service team and external service providers. The successful candidate should be customer-focused and result-driven.

Key Responsibilities:

  • Manage the operations of customer service delivered in various platforms including inbound and outbound calls, walk-in customers, and live chat.
  • Efficiently plan resources and assign tasks to accomplish target Key Performance Indicators (KPI).
  • Monitor and improve individual's performance to maximize overall operational efficiency and productivity.
  • Identify and implement opportunities for improvement in services to strengthen the company's edge as a customer-centric health and well-being partner.
  • Oversee efficiency and quality of services delivered by external service providers to meet the agreed service level.
  • Act as the team's representative to participate in operational and system projects including changes in operating model and systems.
  • Participate in operational and systems projects throughout the project lifecycle including user requirement gathering, UAT, and post-implementation review.
  • Produce regular management reports and ad-hoc analytics for performance evaluation and improvement.

Qualifications:

  • Minimum 8 years experience in customer service operation; of which 5 years is in a supervisory level, preferably in insurance/banking industry.
  • Strong knowledge in life and medical insurance products, especially delivery services through digital platforms.
  • Experience of working in a fast-paced environment and managing process change.
  • Effectively manage the team and communicate with stakeholders.
  • Ability to dig out insights from data and take actions accordingly.
  • Customer-centric, result-driven, and strong problem-solving skills.
  • Cantonese speaker with good command in spoken and written English and Chinese.
  • Holding of IIQE 1, 2, 3 & 5.

For all applications, please kindly send your CV quoting reference AMCS/RS.

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To apply online (Word attachment only), please click the 'Apply' button. Please note that only short-listed candidates will be contacted.

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