Manager, Customer Compliment and Complaint Management

  • Competitive
  • Hong Kong
  • Permanent, Full time
  • China Life Insurance (Overseas) Co Ltd
  • 15 Dec 17 2017-12-15

China Life Insurance (Overseas) Company Limited is a company that is wholly owned by China Life Insurance Group Company, functioned as promoting Group’s business development overseas, with branches in Hong Kong, Macau and Singapore. To cope with our business growth, we are inviting high caliber professionals to join our Hong Kong Branch for the following position:

Responsibilities:

  • Lead Customer Compliment and Complaint Team in handling compliment and complaints professionally, responsively and in a timely manner
  • Handle complaints from all parties, carry out assessment and investigation on complaints
  • Conduct trend and root cause analysis on complaints to identify and drive improvement actions
  • Prepare complaint and compliance related reports
  • Regular update and review of complaint management procedures
  • Support strategic initiatives to enhance customer experience, improve operational efficiency and organizational effectiveness including CRM and process reengineering for complaint management

Requirements:

  • University graduate with minimum 6 years of relevant working experience in customer service field/ life insurance industry, with at least 2 years in management/ supervisory level
  • Passed in IIQE Paper I, III and V preferred
  • Professional qualification in Life Insurance such as FLMI, ACS/PCS or equivalent is an asset
  • Strong interpersonal skills and high level of communication skills
  • Strong sense of responsibility, forward-thinking, detail-minded and sound judgment
  • Ability to multi-task and work under pressure
  • Proficient in written and spoken English and Chinese.  Fluency in Putonghua is definitely an advantage
  • Proficiency in Microsoft Word, Excel, PowerPoint and Chinese Word Processing
  • Candidates with less experience will be considered as Assistant Manager