Customer Service Expert for Sustainable Future
2 days ago
About the Role
Contribute to customer service excellence by handling enquiries, requests, and complaints in accordance with quality objectives and company principles.
- Serve customers and agents in areas of enquiries, requests, complaints, and MCV verifications.
- Execute operation procedures in compliance with documented procedures, service benchmarks, regulatory requirements, company policies, and practices.
- Provide prompt services and accurate policy information with professional advice.
- Handle customer problems and complaints tactfully.
- Escalate cases upward timely with reference to applicable guidelines.
- Work with premium collection and underwriting to provide one-stop MCV verification service to customers.
Quality Assurance and Continuous Improvement
- Provide quality services to customers with continuous improvement.
- Collect customer feedback for continuous improvement.
- Report regularly to superiors of any operation problems encountered and suggest action items.
- Suggest improvement ideas to enhance customer experience and improve efficiency and effectiveness of works.
- Participate in projects or assignments relating to service enhancement.
Support to Working Partners
- Provide support within and across teams to ensure smooth operation and achieve service alignment.
- Equip other CS skill sets via job rotation or attachment.
- Provide support within and across teams within self's knowledge and ability.
- Act as a trainer or mentor to bring up trainees.
Job Requirements:
- University/College graduate with 2-3 years' relevant experience OR Form Five plus at least 6-7 years' working experience.
- Solid knowledge of life insurance.
- Good communication and interpersonal skills.
- Service-oriented and self-motivated.
- Able to deal with difficult customers.
- Positive to changes and challenges.
- Proficient in both spoken and written English and Chinese including Mandarin.
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