Senior Customer Service Officer Senior Customer Service Officer …

Morgan McKinley
in Hong Kong
Contract, Full time
Be the first to apply
Morgan McKinley
in Hong Kong
Contract, Full time
Be the first to apply
Senior Customer Service Officer
My client is a multinational financial firm in Hong Kong, currently look for candidate who is experienced in customer service field.

Core Responsibilities
  • 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;
  • Provide excellent customer service on all products suites offered by the Company with promptness and high degree of accuracy;
  • Act proactively to respond to enquiries, or complaints through setting customer expectations and meeting agreed deadlines;
  • Maintain an understanding and awareness on key aspects of life insurance, legislation, compliance and the market;
  • 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;
  • 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
  • Pass in IIQE Paper 1, 3 and 5 and fulfill the "Fit and Proper" criteria of GL23 to become an individual licensee
  • University graduate
  • At least 5 years of experience in the life insurance industry customer service
  • Good knowledge of insurance and/or investment products
  • Self-motivated, a quick learner and a good team player
  • Can deal with customers and distributors face to face, on the phone and or written correspondence
  • Excellent organizational and interpersonal skills
  • Good problem solving skills
  • Good command of both written and spoken English and Chinese (Cantonese and Mandarin)
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