Customer Service Manager

7 days ago

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

AIA 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 Role

We are seeking a highly skilled and experienced Customer Service Manager to join our team. As a Customer Service Manager, you will be responsible for handling customer enquiries and complaints, supervising the Service Hotline team, and ensuring smooth daily operation of service hotlines to achieve the highest level of productivity, operations efficiencies, quality, and customer satisfaction.

Key Responsibilities:

  • Manage the Service Hotline team to meet service benchmarks
  • Monitor call/Livechat/Kisok traffic and arrange adequate workforce to meet service targets
  • Train the team in different aspects, such as product knowledge, system knowledge, and telephone handling skills
  • Motivate, coach, and develop staff to sustain high service levels
  • Assist in resource planning with relevant business parties
  • Identify service gaps of Contact Centre and provide suggestions for improvement
  • Handle complex and complaint calls escalated from the team
  • Investigate on complaint cases and strive to find a speedy/effective solution/service to customers' concerns/requests on different products and services

Requirements:

  • Tertiary education graduate in any discipline with IIQE 1,2,3,5, FLMI & ACS will be an advantage
  • Minimum 7 years experience in Contact Centre operation; of which 4 years is in supervisory/managerial level
  • Solid experience in contact centre management or customer service
  • Basic insurance or MPF knowledge is desirable

What We Offer:

We offer a competitive salary and benefits package, as well as opportunities for career growth and development. If you are a motivated and experienced professional looking for a new challenge, please submit your application.

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