The client is a global prestigious MNC Insurance Group, is now seeking a new headcount for Assistant Manager - CS Management & Complaint Investigation (Insurance) (HKD30k – 40k) to join their team

Responsibilities:

• Support complaint case handling and TNPS preliminary investigation (e.g. retrieve call record, jot down conversation in manual script…etc.) for manager review
• Follow Complaint Protocol and handling procedure / workflow (e.g., issue acknowledge, prepare case summary, discuss with relevant parties to seek advice and propose resolution to resolve case, draft reply, etc.) to meet SLA for complaint case
• Contact internal department and external customers if needed and assist in drafting complaint reply
• Make suggestions and streamline process for improving customer satisfaction
• Generate regular reports including call management report, attendance report, retention report, TNPS report, costing report, etc
• Assist system UAT and project user requirements, and ad-hoc projects

Requirements:

• Diploma or above with minimum 5 years of working experience, preferably in call center service & complaint handling
• IIQE Paper 2 is ideal
• Knowledge of Life insurance product and operations
• Knowledge of call center operation workflow & procedures
• Knowledge of telephony system (NICE, Avaya & IVR)
• Good interpersonal and problem-solving skills, attentive to details
• Good command of English, Mandarin and Cantonese
• Proficiency in Microsoft Office applications including Word, Excel and Chinese Word Processing
• Candidate with less experience will be considered as Officer

If you would like to apply for Assistant Manager - CS Management & Complaint Investigation (Insurance) (HKD30k – 40k) role or find out more, please click "Apply Now" or send your resume to arthurwong(at)lloydkarson.com quoting the reference: 134323

Lloyd Karson is an international leading provider of permanent recruitment, contract professionals and talent management services worldwide.We assists corporations in identifying, assessing and recruiting mid-level management to senior executive talent across various industries. With our headquarter in Australia, we are expanding our business reach across Asia Pacific.

The Hong Kong office specializes in human resources & business support, information technology, sales & marketing, accounting & finance, property & construction, supply chain, and logistics & procurement.