Polaris Consultancy Limited reaches 18th Anniversary.
**Visit our Website: http://www.polariscl.com.hk/ for job details.
Positions: Positions: Manager/Assistant Manager (Customer Service Center, Customer Services Hotline) - 3 posts
Positions offered would be depending on the qualifications and experience of the candidates.
RESPONSIBILITIES:
To execute any of the following job functions:
a). Manager, Financial Cafe (Customer Service Center) - 2 posts
- Manage the Financial Café (i.e. Customer Service Center) in all aspect at all times with excellence/ high quality professional customer service
- Manage, coach and monitor activities of all staff in Financial Cafe to ensure excellence service is maintained for the customer
- Coordinate daily activities with sales channels and other departments of Individual Life Operations
- Act as manager on duty for Head of Customer Service dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise in Financial Cafe.
- Identify and lead continuous improvement projects for achieving better business outcome.
- Conduct daily briefing to keep staff being informed of all activities in the Financial Café and weekly department meeting to reinforce standards of Company service and promote a strong team atmosphere and culture.
b). Customer Services (Assistant Manager)
- Interpreting and implementing quality assurance standards;
- Reviewing the implementation and efficiency of quality and inspection systems;
- Identifying training needs and organizing training interventions to meet quality standards; Drawing an overall or individualized frontline training and development plan.
REQUIREMENTS
1. General Requirements
- Degree holder with professional insurance qualification (e.g. FLMI or ICA).
- Good Knowledge of Life Insurance or Pensions aspects.
- Strong analytical and problem solving skills.
- Able to work under high pressure with professional business acumen.
- Excellent leadership, interpersonal and communication skills.
- Familiar with MS Word, Excel & PowerPoint.
- Proficient in spoken & written English & Chinese (Cantonese & Mandarin).
2. Experience Requirements
a). for Manager (Financial Cafe, Customer Service Center) requires 8 years of solid customer service experience with 3 to 5 years supervisory or middle management role in running a customer service center in life insurance industry or similar capacity in banking sector.
b). for Customer Services (Assistant Manager) requires 5 years relevant working experience and preferably 4 years supervising experience in life insurance with solid customer relationship management experience including quality control and training. Experience with implementation of corrective action programs will be an advantage