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Senior Officer, Customer Services (Correspondence)

Tahoe Life Insurance Company Limited

  • Company Industries:Others

Job Information

  • Post Date:2024-05-01
  • Location:Tai Koo
  • Employment Type:Full time
  • Others:Customer Services
    Call Centre
    Complaint
  • Job Function:Account  Relationship  Management  

Job Description

Job Purpose:

  • Handle customer complaints properly and timely;
  • Conduct thoroughly investigation for complaint cases;
  • Prepare the written response received from customers or other parties.

Main Responsibilities:

  • To handle customers’ complaints in compliance with all guidelines, rules and requirements prescribed by regulators as well as the Company;
  • To conduct the complaint investigation by reviewing relevant documents, system records, call recordings and CCTV;
  • Communicate with different departments to collect information for complaint investigation and come up with preventive measures if service improvement areas are identified;
  • Prepare and draft the investigation report and reply letter;
  • Interact with complainants to provide information in response to their concerns by telephone, in person and/or in writing;
  • To handle written enquiries about life insurance policies received from customers and government bodies;
  • Deliver quality written reply within agreed turnaround time.

Incumbent Requirements:

  • Diploma Holder or above;
  • 2-3 years working experience in customer service fields preferably with experience in complaint handling;
  • Solid experience in life operation is an advantage;
  • Good knowledge of regulatory policies and guidelines governing insurance business;
  • A team player with good negotiation and communication skills;
  • Excellent command of both spoken and written English and Chinese;
  • Fluent in Putonghua is preferred;
  • Candidate with less experience will be considered as Officer.

(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.)

Company Info

Tahoe Life Insurance Company Limited

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