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.)