Our Client:
Our client is seeking an experienced Senior Customer Service Officer responsible for providing exceptional hotline service resolving customer’s inquiries and ensuring a high level of customer satisfaction.
The incumbent will be reporting to Manager directly.
Job Description:
- Respond to customer inquiries regarding insurance policies, claims, and coverage options through various channels.
- Investigate and resolve customer complaints or issues promptly and effectively, ensuring customer satisfaction.
- Assist customers with policy changes, renewals, and cancellations, providing guidance on the implications of their choices.
- Provide training and support to junior customer service officer, sharing best practices and knowledge of insurance products.
- Maintain accurate records of customer interactions, transactions, and feedback in the CRM system.
- Work closely with other departments (claims, underwriting, etc.) to facilitate seamless service delivery.
- Stay updated on industry trends and changes in insurance regulations to provide informed advice to customers.
Job Requirements:
- Diploma holder or above with minimum 3 – 5 years of solid experience in Customer Service or Call Centre preferable in insurance environment.
- Knowledge of Life and Medical insurance products is an advantage.
- Excellent command in both written and verbal English and Chinese.