Job Purpose:

To provide respective backend support functions to Customer Services so that end-to end processes can be in place to ensure overall smooth, accurate and efficient centre operations

Main Responsibilities:

• To perform call assessment objectively by random call monitoring to evaluate frontline performance in terms of telephone manner, customer handling skill and product knowledge;
• To evaluate the quality of Counter Services by reviewing the CCTV records and ensure the MSV is arranged properly and followed with guideline of the Company;
• To assist Head of Customer Services to develop and implement quality assurance policies and procedures;
• To recommend or suggest enhancement on overall call monitoring or quality assurance mechanism, including the assessment form and script in use, so that both effectiveness and efficiency issues can also be addressed;
• Prepare and review the Quality Control Procedures in a timely manner;
• Conduct Customer Survey and prepare the relevant reports for Management review;
• Act as bridge between CS and relevant parties to review and follow issues on Customer Service Logging System for enhancement;
• Timely maintain and follow with relevant CS team leaders to ensure Procedures which owned by CS will be updated before deadline; 
• Handle ad-hoc task as assigned

 Incumbent Requirements:

• Bachelor degree holder with minimum 5 years solid working experience in Customer Service Department or Call Centre;
• Minimum 3 years working experience in quality assurance to perform call monitoring;
• Knowledge and skills gained from life insurance or financial industry is preferred;
• Passed in IIQE 1,3,5 is an advantage;
• Good spoken and writing in both English, Cantonese and Putonghua;
• Service-oriented, customer focused, self-motivated, patient and responsible;
• Proficiency in MS office including Word, Excel, PowerPoint and Chinese Word Processing;
• Candidate with more experience will be considered as the position of Manager

(All personal data collected will only be used for recruitment purposes. Please visit https://www.tahoelife.com.hk/tl/en/privacy_policy/index.html for details of the “Privacy Policy Statement” of Tahoe Life.)

Tahoe Life Insurance Company Limited is a wholly-owned subsidiary of Tahoe Investment Group Company Limited.  Adhere to the aspiration of fulfilling social responsibility, we endeavor to serve our customers with sincerity, creating a brilliant future for our customers and the enterprise.

As the core business of Tahoe Investment’s financial arm, we are dedicated to offering comprehensive wealth management and life planning services.  We strive to be the leader in the high-end life insurance sector, taking care of our customers’ life cycles.