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assistant manager, customer service centre.

job details

summary

    job details

    about the job

    • You will supervise, coach and monitor day-to-day CS team operations (inbound/outbound calls, emails, correspondences, walk-in services & post sales call) to ensure all KPIs, regulatory requirements and service standards are consistently met and continuously uplifted.
    • You will prepare a manpower plan to meet service demand and be prepared to directly handle CS team tasks when needed.
    • You will develop and regularly review service manuals, standard templates / scripts and SOPs with clearly stated service standards to aid training and efficient performance of CS daily tasks.
    • You will support the end to end resolution of any customer dissatisfaction cases. Liaise with relevant teams to identify and implement customer experience enhancement opportunities.
    • You will assist the team head to develop and implement a customer retention program.
    • You will analyze service data and work closely with operations or other internal teams to identify and implement customer/broker experience enhancement opportunities.
    • You will prepare service statistics and other reports for management review.

    skills & experiences required

    • You are a Bachelor Degree Holder
    • You have at least 6 years of relevant experience in the life insurance industry, with 2 years at supervisory level
    • You have a good knowledge of insurance products
    • You have the ability to develop and maintain meaningful relationships with customers, intermediaries, colleagues and industry agencies
    • You are proficient in both written and spoken English and Chinese

    To apply online, please click on the link. Alternatively, for a confidential discussion please contact Jeremy Wong on + 852 2232 3468 or email: jeremy.wong@randstad.com.hk

    about the job

    • You will supervise, coach and monitor day-to-day CS team operations (inbound/outbound calls, emails, correspondences, walk-in services & post sales call) to ensure all KPIs, regulatory requirements and service standards are consistently met and continuously uplifted.
    • You will prepare a manpower plan to meet service demand and be prepared to directly handle CS team tasks when needed.
    • You will develop and regularly review service manuals, standard templates / scripts and SOPs with clearly stated service standards to aid training and efficient performance of CS daily tasks.
    • You will support the end to end resolution of any customer dissatisfaction cases. Liaise with relevant teams to identify and implement customer experience enhancement opportunities.
    • You will assist the team head to develop and implement a customer retention program.
    • You will analyze service data and work closely with operations or other internal teams to identify and implement customer/broker experience enhancement opportunities.
    • You will prepare service statistics and other reports for management review.

    skills & experiences required

    • You are a Bachelor Degree Holder
    • You have at least 6 years of relevant experience in the life insurance industry, with 2 years at supervisory level
    • You have a good knowledge of insurance products
    • You have the ability to develop and maintain meaningful relationships with customers, intermediaries, colleagues and industry agencies
    • You are proficient in both written and spoken English and Chinese

    To apply online, please click on the link. Alternatively, for a confidential discussion please contact Jeremy Wong on + 852 2232 3468 or email: jeremy.wong@randstad.com.hk