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Assistant Manager, Customer Service
1 week ago
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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