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Customer Service Manager
2 months ago
As a key member of the Chubb team, the successful candidate will serve as the primary point of contact for high net worth clients and intermediaries across all distribution channels. The ideal candidate will possess excellent communication and negotiation skills, with a thorough understanding of Chubb's products and services.
Key Responsibilities:- Provide exceptional customer service, including prompt, friendly, and courteous communication, to ensure client satisfaction and loyalty.
- Support the hotline and walk-in team of the Customer Service Center as needed, providing backup and ensuring seamless service delivery.
- Handle complaints and feedback in a timely and professional manner, prioritizing resolution and ensuring client satisfaction.
- Collaborate with colleagues to achieve departmental goals, providing guidance and coaching to ensure successful outcomes.
- Develop and refine the framework for high net worth support, including servicing and administration procedures and workflow.
- Ensure all client enquiries and requests are processed efficiently and effectively, achieving client satisfaction and loyalty.
- Work closely with supervisors, managers, and distributors to ensure service delivery and meet business objectives.
- Review and update procedure manuals to ensure compliance with changing business requirements and regulatory needs.
- Prepare regular reports for management, providing insights and recommendations for business improvement.
- Support company projects and initiatives as assigned, demonstrating flexibility and adaptability.
- Minimum of 8 years of solid work experience in customer service, underwriting, or policy administration, preferably in the life administration industry.
- Fluency in both oral and written English and Chinese, with Mandarin required.
- University graduate preferred, with a strong understanding of the insurance industry and its products.
- Ability to pass/already passed IIQE, obtain agent license, and fulfill CPD program for providing insurance advice to customers.
- Excellent service attitude and ability to work under pressure, with a strong commitment to delivering exceptional results.
