Officer, Customer Engagement | HK Talent Engage

Job description

Hiring Requirements

The incumbent will be responsible for performing various customer service functions through inbound / outbound /face-to-face activities. The successful candidate should be analytical-minded and dedicated in a customer-focused career with strong desire for development in insurance field.

Job Responsibilities:

• Liaise with various internal teams and external parties to fulfil customers’ requests
• Support both hotline Email and Live chat from our customers on individual medical policy queries
• May have Face-to-face contact with customers to handle feedback, service requests and complaints
• Process escalated cases such as complaints or special requests from team members or vendors
• Provide administrative support including reports and correspondences
• Assist in the UAT on development of customer Portal and customer service project
• Assist in ad-hoc assigned duties

Job Requirements:

• Degree holder with at least 2 years’ customer service experience for Medical Product in call centre, preferably in insurance / banking industry
• DSE (Grade 2 or above in 5 subjects, including Chinese or English and Mathematics) equivalent or above
• IIQE Paper 1 & 2 are required or fulfill the IIQE requirement is also considered
• Experience in handling Employee Benefits / Group Operations Hotline is preferred
• Experience in delivering service through digital platform will be an advantage
• Proficiency in English and Chinese Word Processing is a must
• Strong customer-oriented mindset with excellent communication and interpersonal skills
• Excellent team player, independent, diligent and responsible, with a positive attitude under pressure
• Familiar with various MS Office applications including Word and Excel
• Good English, Cantonese and Mandarin communication with a friendly and helpful tone
• Confident in providing excellent customer service