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Manager, Contact Centre & Service Quality

Aviva Life Insurance Company Limited

  • Company Industries:Insurance / Pension Funding

Job Information

  • Post Date:2016-02-15
  • Career Level:Senior
  • Location:Tai Koo
  • Yr(s) of Exp:5 years
  • Qualification:Degree
  • Salary:Salary negotiable
  • Employment Type:Full Time, Permanent
  • Job Function:Call Centre  Customer Service - Manager  Others  

Job Description

Responsibilities:

 

Reporting to the Head of Operations to ensure the Contact Centre team delivering delightful service to both intermediaries and policyowners through:

 

  • monitoring the service level standards and calling quality to ensure the team is aligned to the objectives and targets
  • implementing, executing and reviewing operational procedures including complaint resolution processes
  • dealing with our distribution partners, industrial and government authority on customer-related issues
  • consolidating and analyzing monthly statistical reports for management information
  • mentoring and developing the contact centre team to build professional interpersonal skill

 

 

Requirements:

 

  • University Graduate with FLMI qualification
  • At least 5 years experience in insurance industry, of which 3 years experience in customer services at supervisory level
  • Solid experience in complaint handling is a must
  • Customer-focused, energetic, resourceful with excellent management and organization skills
  • Ability to work on multiple projects simultaneously and with people at all level
  • Self-driven person with strong communication, presentation and problem solving techniques
  • High emotional maturity, self-motivated and able to work under pressure
  • Proficient in MS office such as Excel, Word and Powerpoint
  • Excellent command of both written and spoken English and Chinese (Cantonese and Mandarin)

 

Personal data collected will be used for recruitment purpose only and all applications will be treated in strict confidence. Unsuccessful applications will be destroyed after 6 months.

Company Info

Blue, trade name of Aviva Life Insurance Company Limited

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