Assistant Manager, Complaint Handling (General Insurance)
Zurich Insurance (Hong Kong)
- Company Industries：Insurance/Pension Funding
Job Information
- Post Date：2022-07-05
- Career Level：Middle
- Location：Quarry Bay
- Yr(s) of Exp：5 years
- Qualification：Non-Degree Tertiary
- Employment Type：Full Time, Permanent
- Job Function：Banking / Finance Others Sales CS & Business Devpt Customer Service - Supervisor / O
- Benefits：Dental insurance, Life insurance, Medical insurance, Performance bonus, Work from home, Five-day work week, Flexible working hou
Job Description
Job Responsibilities
- Handle customer enquiries or complaints via regulatory bodies and distributors properly and timely
- Interact with complainants to provide and process information in response to their concerns about products and services by telephone, in person and/or in writing
- Carry out appropriate and adequate investigation for responsible complaint cases and strive to find a speedy/effective solution/service recovery to minimize the negative impact on customer experience and the business risks
- Assist in administrative support and handle tailor-made/complex correspondence within pre-set turnaround time
- Follow proper procedures with productivity and work up to required quality standards
- Follow-through with complainants and/or brokers/ex-agent during the investigation process and gather useful information in order to obtain a complete picture of the case and abnormal findings
- Challenge work practices and present options and recommendations on changes and initiatives, which will improve operation efficiency and ultimately, business success
- Identify service gaps (e.g. addressing inconsistency, inefficiencies, best practices, emerging trends, etc) of each touch point and proactively drive relevant parties to improve customer experience
- Assist in compiling accurate and relevant regular management reports timely
- Assist the Manager to provide training on complaint handling skills and procedures to improve overall service awareness and handling skill
- Bring in new and creative idea in service improvement from the customer perspective to enhance long term customer relationship
- Develop an effective working relationship with colleagues to ensure alignment of best working practice
- Keep abreast of the customer service market trend and propose new ideas/practices/technology, which add value to customer experience and improve overall productivity, service quality and cost efficiency
- Assist in ad-hoc project when required
- Responsible for overall control of correspondence log and deliver quality written reply within agreed turnaround time
Job Requirements
- Bachelor degree holder
- Minimum 5 years of experience in customer service environment with complaint management exposure gained in insurance or financial industry
- Good knowledge of the general insurance product and operations
- Good communication skills, professional telephone manner and complaint handling skills are essential
- Good command of English, Mandarin and Cantonese
- Proficiency in Microsoft Office applications including Word, Excel and Chinese Word Processing
Company Info
Zurich Insurance Group (Zurich) is a leading multi-line insurer that serves its customers in global and local markets. With about 53,000 employees, it provides a wide range of property and casualty, and life insurance products and services in more than 210 countries and territories. Zurich's customers include individuals, small businesses, and mid-sized and large companies, as well as multinational corporations. The Group is headquartered in Zurich, Switzerland, where it was founded in 1872. Further information about Zurich is available at www.zurich.com.
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