Senior Officer, Customer Care, Insurance, 28k

Client Details

Our client is a well-known insurance firm. They wish to hire a talented Senior Officer - Customer Care to join their team.

Description

Job Responsibilities:

• Lead the customer service team to ensure the service quality is excellent
• Manage and resolve escalated customer case
• Plan and optimize resources to meet business goals
• Arrange regular performance reviews and training sessions to enhance the frontline employee's customer servicing skills and product knowledge
• Ensure the operations and activities in accordance with internal policies and external regulations
• Utilize customer feedback through calls and complaints to identify areas for improvements
• Stay abreast of the market best practices and advise on new technologies to enhance customer experience
• Set strategies for maximizing first-contact resolution, reducing call volume and identifying the root causes
• Work closely with other departments to cultivate a customer-centric culture
• Provide monthly reporting on KPIs and Contact Centre metrics to senior management

Requirements:

• Bachelor's degree holder with at least 5 years' experience leading an omni-channel customer service team
• IIQE Paper 1 and 2 Certificates are preferred or must
• Proven experience with CRM systems, analytics tools, reporting and process improvement
• Analytical skills to quantify KPIs, analyze trends and drive enhancements
• Proactive self-starter able to achieve goals within deadlines independently
• Relationship builder with strong interpersonal and stakeholder management skills
• Excellent communication and presentation skills in English and Chinese

Benefits:

• Work Life Balance
• Competitive Pay
• Career Prospect
• Well-known bank

To apply online please click the 'Apply' button below.
For a confidential discussion about this role please contact Nicole Hui on +852 3412 4832.

As part of PageGroup, Michael Page is a leading professional recruitment consultancy specialising in the recruitment of permanent, contract and temporary positions on behalf of the world's top employers. PageGroup operates through 155 offices in 35 countries worldwide. First established in London in 1976, we've been bringing jobseekers and employers together for more than 30 years. London listed, we opened our first Asian office in Hong Kong in 1994 and currently we have offices in all major business hubs across the APAC region, including Australia, Singapore, Tokyo, Malaysia, India, Taiwan, Shanghai, Beijing, Shenzhen, Guangzhou, Pudong and Suzhou.

So if you're looking to take your career to the next level, visit www.michaelpage.com.hk

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