Your role

• Manage, support, motivate and develop the Customer Care team with full engagement by providing “options and solutions” to our customer in order to best meet and exceed their expectations
• Perform effective daily work allocation and quality check to ensure the quality up to required quality standards
• Resolve complex and sensitive queries or escalated complaints in order to minimize the negative impact on customer experience and the business risks
• Assess staff’s performance to ensure service delivery during customer contacts in compliance with the required standards and provide constructive feedback appropriately
• Review and update all procedures, practices and service delivery standards relevant to Customer Care team timely and ensure they are complied with regulatory and internal requirement
• Challenge current work practices and procedures and drive improvement and change initiatives
• Compile accurate and relevant regular management reports timely
• Handle any assigned projects and ad hoc initiatives
• Develop an effective working relationship with colleagues to ensure alignment of best working practice
• Identify the staff/team training needs and monitor the effectiveness of training program so as to align with business goals and strategies

Your Skill and Experience

• Bachelor’s degree holder preferred with minimum 5 years of solid customer service and complaint handling experience and minimum 3 years of experience in supervisory level in Insurance or Banking industry
• Good knowledge of General Insurance product and operations
• Holder of IIQE Paper 1 & 2. Paper 3 & 5 in advantage.
• Good organizational and time management skills whilst working accurately and to deadlines
• Strong complaint handling skills
• High proficiency in spoken and written English & Cantonese. Good knowledge in Mandarin is preferable
• Proficiency in Word, Excel and Powerpoint

Interested parties please simply click "Apply Now" to access our "Global Recruitment Management System" for submitting your application.

You are invited to visit our web site at: http://www.zurich.com.hk