Our client – a well-established insurance group is looking for a customer service expertise to join their team managing hotline services.
The incumbent will be reporting to departmental head.
Job Description:
- Manage customer service operations including inbound, outbound and post sales call functions.
- Provide supervision to the team to deliver excellent services to fulfill and enhance customer satisfaction.
- Ensure the accuracy and compliance of relevant requests to be accomplished in a timely manner.
- Make sure all operation procedures are in compliance with the company and regulatory requirements.
- Maximize operation efficiency and productivity
- Manpower planning and resources allocation, monitor and evaluate staff performance, deliver on-going coaching, skill improvement training including products and market knowledge, service quality as well as productivity.
- Management reporting.
- Perform ad-hoc projects as required.
Job Requirements:
- Bachelor degree with at least 10 years of relevant working experience in insurance industry in Life + General Insurance of which 5 years in a supervisory role
- Experience in managing call centre operations including inbound and outbound
- Strong leadership skills, excellent communication, interpersonal, negotiation and presentation skills
- Customer service oriented, responsible and attentive to details
- Strong leadership skills, excellent communication, interpersonal, negotiation and presentation skills
- Customer service orientated, responsible and attentive to details
- Strong analytical and problem solving skill with capability of making decision in an efficient and effective manner
- Good command of both written and spoken English and Chinese (including Putonghua)
- Good computer literacy including Word, Excel & PowerPoint