The CSO is a brand ambassador for MoneyHero.com.hk, demonstrating our brand values of being friendly, helpful and knowledgeable in the day to day interactions he/she has with customers. This role will be working with both internal and external partners to ensure high quality services to our customers so customers will come back again and again to fulfill all their GI needs through MoneyHero.com.hk.

Your Responsibilities

Customer Support

• Handle incoming calls and emails from customers on General Insurance product enquiries both pre and post-sale, ensuring a pleasant experience and positive results for the company
• Prepare and dispatch policies and other standard communications to customers
• Resolving customer issues and complaints promptly and with calmness and respect
• Liaise with internal departments and insurance partners to resolve customer inquiries within specified timeline
• Logging all customer queries in ticketing system (Zendesk) in a clear and concise manner and adhering to internal SLAs for follow ups and response times.

Administration and Business Operations

• Monitor system performance and take prompt action to ensure policies are generated in a timely manner
• Generate daily reports on policy sales and other reports as required (Customer feedback, SLA, refunds etc)
• Update and maintain the customer database system
• Support campaigns and initiatives that may be launched internally or by insurance providers
• Provide input on marketing material
• Provide insights on customer buying patterns and requests
• Develop and document operational processes

Your Profile

• Minimum 2 years working experience in General Insurance customer service is a MUST.
• Qualify as a Technical Representative under the regulations set forth by the HKCIB or PIBA by having passed the required IIQE papers.
• Good communication skills and pleasant demeanour
• Customer focused, positive attitude, self-motivated, works well with colleagues
• Fluency in Cantonese and English, in writing and speaking
• Familiar with ticketing systems and database software is preferred