- Provide one-stop service from enquiry to processing to HNW clients and/or intermediary from all distribution channels, including walk-in, hotline and email, etc.
- Guide and coach the Customer Service Executive to resolve complicated case and share with them their experience and knowledge in order to develop the capabilities of the customer experience team
- Provide support to the hotline and customer service center when necessary
- Play as a role model and demonstrate good service practice to CSE.
- Collaborate with internal stakeholders in building up and refine the framework on the HNW support, including but not limited to servicing and administration procedures and workflow.
- Follow up task to ensure enquiries / requests are suitably processed to achieve their satisfaction.
- Work closely with the immediate supervisor / manager and also distributors to ensure service delivery
- To review and update procedure manuals in accordance to the change of business requirements and regulatory compliance
- Responsible for regular reports for management reporting
- To support the company projects / initiatives being assigned from time to time
- Minimum of 5 years of solid work experience preferably in one or more discipline in life administration on customer service, underwriting or policy administration
- University graduate is preferred
- Require to pass/already passed IIQE, obtain agent license and fulfil CPD program for providing insurance advice to customers
- With exposure to high net worth / wealth management business is an advantage
- With thorough understanding of insurance products and an ability to explain complex information in customer terms
- Good service attitude and willing and able to work under pressure
- Fluency in both oral and written English, Mandarin, and Cantonese is required
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Manager, Customer Service - Hong Kong, 香港 - CHUBB
描述
Hong Kong的Manager, Customer Service从业者
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