Key Responsibilities
Lead the team in providing professional advice and outstanding customer services and support the Management to achieve the company objectives
Handle complicated and/or escalated cases, complaints or dissatisfaction from the customers
Conduct thorough investigation into the escalated cases in accordance with internal and external guidelines
Assist the Senior Manager to establish or review the standardized guidelines or improvement programs to enhance customer experience at different levels
Cooperate with different business units to provide excellent services to monitor the productivity, quality & efficiency of the team
Proactively collect feedback from customers and team members to identify the area of improvement in our operations.
Conduct regular quality control on the team to ensure the services provided meet customer expectations
Provide on-the-job coaching to the team for development
Key Requirements
Degree Holder with minimum 6 years of experience in customer services in retail life business and at least 2 years in supervisory level
Holder of IIQE Paper 1, 3 and 5
Experience in complaint management will be an advantage
Industry knowledge and strengths in life insurance operations, systems and organizations
Proficient communication skills and influencing skills
Strong management skills to maintain good relationships with internal partners and external customers
Self-Motivated, Customer-Driven, People-Centric and Team-Focused
Presentable and effective verbal & written communication skills
We offer 5-day work, good career prospects and attractive remuneration package to the right candidates. Interested parties please send full resume with current & expected salary.
Personal data collected will be strictly used for recruitment purpose only. All unsuccessful applications will be destroyed after two years
