Customer Service Officer

6 days ago


Hong Kong, Central and Western District, Hong Kong SAR China Prudential plc Full time

Job Summary

This role is required to provide dedicated after-sales services to existing bancassurance customers. He/she is also expected to generate appointments with customers via outbound servicing calls for sales teams to follow up.

Key Responsibilities

  • Provide effective outbound call services to customers for problem payment, policy administration movement, and claims pending cases follow-up. Follow through customer requests to enhance customer experience.
  • Provide effective outbound call services to customers for premium reminder calls (overdue and to be due) and policy revival applications of lapsed policies, to enhance persistency ratios of life insurance business.
  • Deal directly with customers by face-to-face to handle regulated activities, including but not limited to, policy conversions, lump sum top-ups, MCH verifications, and other after-sales service requests.
  • Carry out clerical duties, including handling incoming customer inquiries.
  • Generate appointments with customers via outbound servicing calls for sales teams to follow up.
  • Handle customer inquiries related to policy details and handle customer dissatisfaction to turn into positive services and build customer trust.
  • Assist in preparing management information system (MIS) reports as assigned.
  • Support and participate in projects and ad-hoc tasks as assigned by supervisors.
  • Work collaboratively with teammates to solve customer issues as quickly and efficiently as possible.

Requirements

  • Tertiary education
  • To be licensed with a pass of IIQE paper I, III, and V
  • Minimum 2 to 3 years of after-sales services experience in the insurance/banking industry or outbound call/telemarketing experience
  • Knowledge of Microsoft Office
  • Proficient in Cantonese, English, and Mandarin
  • Good interpersonal and communication skills
  • Candidates with more experience may be considered for the position of Senior Officer


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