Our client, a leading International Insurance company, is seeking a number of Customer Service Advisor, Agency to handle enquiries from Agency force / IFA / Broker, candidate is responsible for:

Responsibilities:

• Hotline Operation (75%)

o   Handles agent/IFA/Broker enquiries and complaints regarding all activities in Life and PA Policy Operation process such as Underwriting, Policy Owner Service, and Claims;

o   Reports problems, potential crisis and complaint to supervisor for service improvement;

o   Makes outbound call to agents/IFAs/Brokers for follow-up cases;

o   Provides comprehensive solution to agent/IFA/Broker and support them on pre and post sales process, including execute empowerment guideline

o   Acts as a coach to provide immediate support to team members who have encountered difficulties in handling calls;

o   Works closely with Quality Assurance Team to perform periodic review on team service quality;

o   Assists Team Leader to monitor and motivate the team in order to achieve pre-defined service targets;

o   Handles complex and complaint calls escalated from the team.

• Administrative Works (20%)

o   Documents call activities in system

o   Documents follow items in log sheet or send email to Business Operations Partner team

o   Monitors Pending Cases of the team

o   Works closely with Business Operations Partner team to resolve the complaints and uncertain issues

• Other responsibilities (5%)

o   Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements.

Requirements:

• Tertiary education graduate in any discipline, or
• Secondary education graduate plus a minimum of 6 years relevant experience in Insurance or Customer Service / hotline service gained from Telecom company or courier express delivery company
• A minimum of 5 years working experience in Call Centre operation
• Hands-on experience in customer service
• Basic insurance knowledge would be definitely an advantage
• Proficiency in English, Cantonese and Mandarin is a must

Our client, a leading International Insurance company, is seeking a number of Operations Service Advisor to provide quality enquiry services to agency force at Operations Counter, candidate is responsible for:

Responsibilities:

• Provide quality enquiry service to agencies (80%)

o   Provide professional enquiry services to agents via counter regarding operations procedures; including general enquiries, case assessment, screening and appeals.

o   Handle enquiries with one-stop approach and follow up pending cases as linkage between clients and staff-in-charge including agents and staff.

o   Handle and review complaint / appeal cases received from agencies and suggest proper recommendations to senior.     

o   Help to enhance team performance including procedures, systems and staffing.

• Other responsibilities (20%)

o   Provide technical support and training to team members as required.

o   Supervise the performance of assigned team members

o   Performs other responsibilities and duties assigned by supervisor in order to meet operational and /or other requirements.

Requirements:

• University or College graduate with 2 years of relevant experience OR
• Form Five or HKDSE graduate with 5 years of relevant experience
• Strong interpersonal and communication skills
• Excellent service attitude and skills
• Proactive in problem solving and strong teamwork spirit
• Proficiency in English, Cantonese and Mandarin is a must

Interested candidates please apply through Jobsdb or contact Ms. Sarah Poon directly on 852 3956 4613.

Data collected will be used for recruitment purposes only. Candidates not being contacted within 2 weeks should consider their application unsuccessful.

Talent Pro, one of the very few recruitment consultancy firms in HK which takes on several different projects in identifying and assessing executives and recruiting them into mid to senior level roles across all industry sectors such as banking, accounting, finance, technology, sales & marketing and human resources fields.