Customer Service Manager

3 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China FWD Life Insurance Corporation Full time

About FWD Group

FWD Group is a leading pan-Asian life insurance business with a strong presence in 10 markets, serving over 13 million customers. Our mission is to revolutionize the insurance industry by delivering innovative, customer-centric solutions.

Job Summary

We are seeking a highly skilled Customer Service Manager to lead our customer support team across the Omne platform. As a key member of our team, you will be responsible for developing and implementing customer service strategies, managing vendor relationships, and ensuring exceptional customer experiences.

Key Responsibilities

  • Develop and execute customer service strategies to drive customer satisfaction and loyalty
  • Manage vendor relationships to ensure seamless support across 10 markets
  • Lead by example, providing exceptional customer service and support through various channels
  • Collaborate with the Head of Solutions Delivery to set performance targets and metrics
  • Provide insights and feedback to experience design and flows to improve customer experiences
  • Manage performance audits, coaching, and training to ensure team excellence
  • Perform capacity planning to meet customer demands and identify training needs
  • Manage escalated enquiries and complaints, working with other departments to resolve issues
  • Recruit, develop, and manage staff and vendors to ensure high-quality support
  • Provide regular reports on performance statistics and analyze trends

Requirements

  • Degree holder preferred
  • Experience with mobile applications, digital platforms, and customer service environments
  • At least 5-7 years of experience in managing a team within customer service
  • Demonstrated experience in setting up customer service structures and leading projects
  • Experience in start-up or set-up environments preferred

Knowledge, Skills & Abilities

  • Excellent verbal and written communication skills
  • Excellent problem-solving skills
  • Experience in leading projects and performing user acceptance testing preferred
  • Good people management skills
  • Excellent interpersonal skills and cross-cultural sensitivity
  • Knowledge of Microsoft Excel
  • Excellence in customer service, support, and liaising with customers

  • Customer Service Manager

    4 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Crossings Executive Search Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Service Manager to join our team at Crossings Executive Search. As a key member of our organization, you will be responsible for leading our customer service operations and ensuring that our customers receive exceptional service.Key ResponsibilitiesCustomer Service LeadershipLead a team...

  • Customer Service Manager

    4 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Millions Kat Private Limited Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Service Manager to join our team at Millions Kart Private Limited. As a Customer Service Manager, you will be responsible for leading a team of representatives who will provide exceptional customer service to our clients.Key ResponsibilitiesManage a team of customer support...

  • Customer Service Manager

    4 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Crossings Executive Search Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Service Manager to join our team at Crossings Executive Search. As a key member of our organization, you will be responsible for leading our customer service operations and ensuring that our customers receive exceptional service.Key ResponsibilitiesCustomer Service LeadershipLead a team...

  • Customer Service Manager

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Millions Kat Private Limited Full time

    About the RoleWe are seeking a highly skilled Customer Sales Executive to join our team at Millions Kart Private Limited. As a key member of our sales and customer support team, you will be responsible for managing a team of representatives who will offer excellent customer service.Key ResponsibilitiesManage a team of representatives offering customer...

  • Customer Service Manager

    6 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Manulife Full time

    Job Title: Customer Service ManagerAbout the Role:We are seeking a highly skilled Customer Service Manager to join our team at Manulife. As a Customer Service Manager, you will be responsible for leading a team of customer service representatives and ensuring that our customers receive exceptional service.Key Responsibilities:Lead a team of customer service...

  • Customer Service Manager

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Manulife Full time

    Job Title: Customer Service ManagerAbout the Role:We are seeking a highly skilled Customer Service Manager to join our team. As a key member of our customer service team, you will be responsible for leading a team of customer service representatives and ensuring that our customers receive exceptional service.Key Responsibilities:Lead a team of customer...

  • Customer Service Manager

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Lufthansa Technik Component Services Asia Pacific Ltd. Full time

    Customer Service Manager (Open Loop)As a key member of our team, you will be responsible for ensuring the smooth operation of customer contracts and providing expert guidance to customers on material and customer management.Main Responsibilities:Manage customer relationships and develop strategies to drive customer satisfaction and loyaltyIdentify and...

  • Customer Service Manager

    2 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China HSBC Full time

    Customer Service ManagerHSBC is seeking a highly skilled Customer Service Manager to join our team in Hong Kong. As a key member of our operations team, you will be responsible for managing and monitoring the Customer Service team to meet the required service standard, ensuring achievement of team Service Level Agreement (SLA) and quality.Key...

  • Customer Service Manager

    7 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China AIA International Limited. Full time

    About AIA International LimitedAIA International Limited is a leading insurance company that aims to create a healthier, more sustainable future for everyone. We are committed to helping our customers and the community live Healthier, Longer, Better Lives.About the RoleWe are seeking a highly skilled and experienced Customer Service Manager to join our team....

  • Customer Service Manager

    4 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Company 28 - Manulife (International) Limited Full time

    About the RoleWe are seeking a highly skilled and experienced Assistant Manager to join our team at Company 28 - Manulife (International) Limited. As an Assistant Manager, you will play a key role in providing exceptional customer service and leading a team of customer service representatives.Key ResponsibilitiesProvide effective solutions to customer...

  • Customer Service Manager

    1 week ago

    Hong Kong, Central and Western District, Hong Kong SAR China West Kowloon Full time

    Job Title: Assistant Manager, Public EngagementWe are seeking a highly skilled and experienced Assistant Manager, Public Engagement to join our team at the West Kowloon Cultural District Authority. As a key member of our customer service team, you will be responsible for delivering exceptional customer experiences and ensuring that our public engagement...

  • Customer Service Manager

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China HSBC Full time

    About Hang Seng BankHang Seng Bank is a leading financial institution committed to delivering exceptional service to its customers. Our team is dedicated to providing a dynamic working environment, fostering career growth, and offering competitive compensation packages.Job SummaryWe are seeking a high-caliber professional to join our department as Assistant...

  • Customer Service Manager

    4 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Millions Kat Private Limited Full time

    {"Job Title: Customer Sales ExecutiveAbout the Role:We are seeking a highly skilled Customer Sales Executive to join our team at Millions Kart Private Limited. As a key member of our sales team, you will be responsible for managing a team of representatives who will offer excellent customer service.Key Responsibilities:Manage a team of representatives...

  • Customer Service Manager

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China West Kowloon Full time

    The West Kowloon Cultural District Authority is seeking a highly skilled and experienced professional to join our team as an Assistant Manager, Public Engagement. This is a key role that will play a critical part in delivering exceptional customer service and public engagement initiatives.Key Responsibilities:Customer Service Team Management: Manage and...

  • Customer Service Manager

    7 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Millions Kat Private Limited Full time

    Job Title: Customer Sales ExecutiveJob Summary:We are seeking a highly motivated and experienced Customer Sales Executive to join our team at Millions Kart Private Limited. As a Customer Sales Executive, you will be responsible for managing a team of representatives who will offer excellent customer service.Key Responsibilities:Manage a team of...

  • Customer Service Manager

    4 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Manulife Full time

    About the RoleWe are seeking a highly skilled Customer Service Manager to join our team at Manulife. As a key member of our customer service team, you will be responsible for leading a team of customer service representatives and ensuring that our customers receive exceptional service.Key ResponsibilitiesLead a team of customer service representatives to...

  • Customer Service Manager

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China AIA International Limited. Full time

    About AIA International LimitedAIA International Limited is a leading insurance company that aims to create a healthier, more sustainable future for everyone. We are committed to helping our customers and the community live Healthier, Longer, Better Lives.About the RoleWe are seeking a highly skilled and experienced Customer Service Manager to join our team....

  • Customer Service Manager

    6 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China The Bank of East Asia Full time

    Job Title: Assistant Customer Services ManagerWe are seeking a highly skilled and experienced Assistant Customer Services Manager to join our team at The Bank of East Asia. As a key member of our customer services team, you will be responsible for providing exceptional customer service and support to our customers.Key Responsibilities:Provide first-class...

  • Customer Service Manager

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Millions Kat Private Limited Full time

    {"Job Title: Customer Sales ExecutiveAbout the Role:We are seeking a highly skilled Customer Sales Executive to join our team at Millions Kart Private Limited.Key Responsibilities:Manage a team of representatives offering customer support and sales services.Oversee the customer service process, ensuring timely and effective resolution of customer...

  • Customer Service Manager

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China The Bank of East Asia Full time

    Job Description**Job Title:** Assistant Customer Services Manager**Job Summary:** We are seeking a highly skilled and experienced Assistant Customer Services Manager to join our team at The Bank of East Asia. As a key member of our customer service team, you will be responsible for providing exceptional customer service, handling customer inquiries, and...