Senior Customer Service Officer Senior Customer Service Officer …

Heng An Standard Life (Asia) Limited
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive Salary
Heng An Standard Life (Asia) Limited
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive Salary
Posted by:
Christine So • Recruiter
Posted by:
Christine So
Recruiter
Work as a team with other colleagues to deliver market leading customer service to our brokers and end customers.

Core Responsibilities

  • Provide excellent customer service on all products suites offered by the Company with promptness and high degree of accuracy.
  • Deliver quality customer care and services, handle enquiries or complaints through letters, telephone calls, emails, walk-in and interactions with brokers and/or alternate distribution channels.  Meet targets set for speed, accuracy, quality, clarity and empathy, with minimal supervision, in particular demonstrating a “problem solving” and “can do” mentality to meet the needs of our customers at all times.
  • Act proactively to respond to enquiries, or complaints through setting customer expectations and meeting agreed deadlines.
  • Execution of customer retention programs and identify cross-selling opportunities proactively. Achieve KPIs set by the Company.
  • Collect feedback, reflect customer needs and their expectations on the Company to team supervisor.
  • Maintain an understanding and awareness on key aspects of life insurance, legislation, compliance and the market.
  • Recommend changes to procedures/processes for ongoing improvement of customer services and participate in their implementation.
  • Produce and validate activities report and make necessary changes.
  • Assist other members of the team to design and update manual, procedures, operational forms, documentation and reports of the Life/Asia System, their upcoming modifications and other related systems.
  • Participate in company projects as necessary, including testing of new systems and products and any other ad hoc job arrangements.
  • Develop and maintain an accurate filing system for the division.
  • Build strong relationships with key customers, colleagues, intermediaries and other external contacts.
  • At all times taking full ownership of any issues and enquiries.

Qualifications / Experience

  • University graduate.
  • At least 5 years of experience in the life insurance industry customer service.
  • Pass in IIQE Paper 1, 3 and 5 and fulfill the “Fit and Proper” criteria of GL23 to become an individual licensee.
  • Supervisory experience is preferred.
  • Self-motivated, a quick learner and a good team player.
  • Mature, good telephone manners and good disposition.
  • Can deal with customers and distributors face to face, on the phone and or written correspondence.
  • Good knowledge of insurance and/or investment products.
  • Good problem solving skills.
  • Excellent organizational and interpersonal skills.
  • Work well under pressure and be able to complete task at a timely manner.
  • Ability to work unsupervised, to work on own initiative and prioritise work.
  • Good command of both written and spoken English and Chinese (Cantonese and Mandarin).
  • Good knowledge of Microsoft word, Excel, PowerPoint and Chinese Word Processing.

Reports To Role

Manager, Customer Service Center

 

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