Manager (Customer Service)

Kwun Tong, Kowloon

Our client is an authorized insurer to facilitate retirement financial planning through provision of annuity products in Hong Kong, they are currently seeking for a Manager (Customer Service) to join their team.

Responsibilities:

To oversee and manage the Customer Service team, including call centre, service counter and customer relations, through establishing service standards and monitoring of key performance indicators
To identify key areas for improvement, drive and implement changes for Customer Service team to drive service excellence initiatives
To develop, implement and enhance customer service related procedures, policies and guidelines to ensure quality and efficient service deliverables
To proactively study relevant industry trends, regulatory changes and make enhancement and recommendations when necessary
To provide coaching, guidance and training to the customer service team to enhance technical knowledge
To perform ad hoc project as assigned from time to time

Requirements:

Degree holder in Business Management, Communications or related disciplines, with professional insurance qualification (e.g. FLMI, ACS or IIQE) is an advantage
A minimum of 8 years’ relevant experience in life insurance industry including 4 years at management level, solid working experience in customer service and life insurance operations is preferable
Familiar with policies, guidelines and regulatory requirements for life insurance
Good command of both written and spoken English and Chinese, including Putonghua
Excellent customer-service mindset with effective interpersonal and communication skill
Strong management skill with excellent understanding of service improvement in quality assurance, control and risk management
Strong sense of responsibility, detail-oriented, self-motivated, able to work under pressure and provide deliverables in a timely manner
Strong analytical, communication, problem solving and presentation skills

Interested candidates, please send your resume (MS Word document) including employment history, present and expected salary to cv@delken.com.hk.

For more jobs, please visit our website: www.delken.com.hk.

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