Our client is looking for a Manager taking care of complaint handling function for the company.
The incumbent will be reporting to Senior Manager directly.
Job Description:
- Review and approve the complex complaint, special requests and escalated cases handled by the team. Investigate and liaise with internal department, related stakeholder and regulatory bodies to ensure the solution is appropriate and compliant.
- Conduct regular service call reviews and provide instant feedback to the handler and relevant stakeholders; Discuss and propose improvement plans to management for promoting long-term operation and service excellence.
- Support the management to drive operations efficiency initiatives, review and update guidelines and SOP of call center regularly.
- Provide input and user requirements to project teams for system enhancement.
Job Requirements:
- University graduate in any discipline with 8 years of experience in customer service, complaint handling and dealing with insurance regulatory bodies.
- Sound experience of complex complaint handling and good understanding in insurance operational flow and regulations would be an advantage.
- Excellent written and presentation technique, comfortable in communicating with individuals in different levels including senior management
- Strong people management skills. Proactive, dedicated, strong sense of responsibility.
- Superb command in spoken and written in English and Chinese.
- Familiar with MS Word, Excel, PowerPoint & Chinese word processing.
Languages
Fluent in Cantonese, English and Mandarin