Customer Care Manager

3 days ago

Hong Kong Island, Hong Kong SAR China Omni Group Asia Limited Full time

We are looking for a dedicated and experienced Customer Care Manager to lead our complaint management team in the life insurance. This role is critical in ensuring that customer concerns and complaints are addressed promptly and effectively, contributing to customer satisfaction and retention. Key Responsibilities Complaint Management Oversee the end-to-end process of complaint handling, ensuring all customer complaints are addressed in a timely and effective manner. Review and analyze complaints to identify trends and areas for improvement. Process Improvement Develop and implement strategies to improve the complaint handling process, ensuring it aligns with best practices and customer expectations. Collaborate with other departments to facilitate prompt resolution of complaints and share insights for service enhancements. Customer Interaction Escalate and resolve complex or sensitive complaints personally, maintaining a high level of professionalism and empathy. Communicate with customers to provide updates on their complaints and obtain feedback on resolution satisfaction. Reporting and Analysis Generate and present regular reports on complaint trends, resolutions, and customer feedback to senior management. Use data insights to recommend changes to policies or procedures to prevent future complaints. Qualifications Bachelor’s degree in Business Administration, Customer Service, or a related field. A minimum of 8 years of experience in customer service or complaint management, preferably within the insurance industry. Strong understanding of regulatory requirements related to complaint handling in the insurance sector. Excellent communication, interpersonal, and problem-solving skills. Proficient in customer service software and systems; experience with CRM tools is a plus. Your application will include the following questions Which of the following statements best describes your right to work in Hong Kong? What's your expected monthly basic salary? How many years' experience do you have as a Customer Care Manager? How many years' experience do you have in the insurance industry? Which of the following Customer Relationship Management (CRM) systems do you have experience using? #J-18808-Ljbffr

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