- Supports and manage the team to meet service benchmark
- Monitors call/ Livechat/ Kisok traffic and arrange adequate workforce to meet service targets
- Trains the team in different aspects, such as product knowledge, system knowledge and telephone handling skills
- Motivates, coaches and develops staff to sustain high service level
- Assists immediate supervisor to identify/implement the service improvement initiatives through system enhancement, process reengineering etc.
- Assists in resource planning with relevant business parties
- Identifies service gaps of Contact Centre, provide suggestions for improvement and drive relevant parties to improve customer experience
- Handles complex and complaint calls escalated from the team
- Investigate on complaint cases and strive to find a speedy/effective solution/service to customers' concerns/requests on different products and services
- Reports problems, potential crisis and compliant to immediate supervisor for service improvement
- Delivers real time monitoring on the floor quality to avoid potential complaint and provides comprehensive and accurate solution
- Works closely with AIAHK Business Partners to resolve the complaints and uncertain issues
- Prepares periodic performance report to internal and external business partners
- Manages day-to-day operational and infrastructure activities to ensure all services and regulatory are met
- Analyses and evaluate the follow up log sheet
- Manages the long pending cases of the team
- Plans and leads process improvement initiatives and the implementation of each assigned projects)
- Conducts project post-implementation reviews, establish improvement plans and monitor progress
- Explore and develop digital service platform (E.g. Chatbot, livechat)
- Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements
- Tertiary education graduate in any discipline with IIQE 1,2,3,5, FLMI & ACS will be an advantage
- Minimum 7 years experience in Contact Centre operation; of which 4 years is in supervisory/managerial level
- Solid experience in contact centre management or customer service
- Basic insurance or MPF knowledge is desirable
- Candidate with less experience will be considered as Service Specialist
- You are required to obtain relevant license if your job involves in regulated activities
- Candidate with less experience will be considered as Assistant Manager.
- You are preferred to obtain the license of Insurance Authority (IA) (Paper 1,2,3,5) or Mandatory Provident Fund Schemes Authority (MPFA) (Paper 4)
- You are required to obtain the relevant license(s) if your job involves regulated activities
-
Service Manager
1周前
China Mobile International Limited Hong Kong, 香港Service ManagerHeadquartersHKMobile Business PartnershipCustomer Services Management, Relationship ManagementMiddleApplyStaff ApplicationResponsibility · Take sole responsibility of daily operations and quality issue of clearing service and ensure supreme user experience. · Follo ...
-
Dah Sing Financial Group Hong Kong, 香港 全职About Dah Sing Group · The Dah Sing Group is a leading financial services group in Hong Kong offering banking, insurance, financial and other related services through its growing network of over 70 branches in Hong Kong, Macau and Mainland China. · Our currency is caring, teamw ...
-
Hang Seng Bank Limited Hong Kong, 香港 全职Job description · A Career with Hang Seng Bank · Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We ...
-
China CITIC Bank International Limited Hong Kong, 香港 全职Job Highlights · 3 years supervisory level exp. in retail banking · Good interpersonal and communication skills · Support Branch Manager on branch operation · Job Description · Key Responsibilities · Ensure smooth branch operations and achieve satisfactory audit rating by meeting ...
-
Gravitas Recruitment Group Hong Kong, 香港 全职Our client, one of the leading virtual banks in HK, is looking for an experienced Customer Services Manager to join their team to handle customers' enquiries related to the bank's investment products. · Job duties · Manage incoming and outgoing calls to address customer inquiries ...
-
Moody's Hong Kong, 香港 全职Experience Level: Experienced Hire · Categories:Product Development · Location(s):Moody's Analytics Hong Kong Ltd, The Center, 99 Queen's Road, Central, Hong Kong, Suite , 56th Floor, 10278, HK · The Role / Responsibilities: · The Advisory Service in Moody's Analytics Banking O ...
-
The Bank of East Asia Hong Kong, 香港 全职Responsibilities · Manage the customer complaint handling workflow in bank level and work closely with complaint handlers in each department to ensure that complaints are handled in compliance with the latest regulatory requirements and ISO standards · Review the complaint invest ...
-
AIA International Limited. Hong Kong, 香港 全职FIND YOUR 'BETTER' AT AIA · We don't simply believe in being 'The Best'. We believe in better - because there's no limit to how far 'better' can take us. · We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the ...
-
Bank Of China (Hong Kong) Limited Hong Kong, 香港 全职Responsibilities: Implement and conduct KYC due diligence process for onboarding customers as well as provide periodical and ad-hoc review · Monitor and manage AML/CFT risk of the bank, and report to seniors · Analyze relevant AML/CFT cases and provide reports and alerts · Da ...
-
HSBC Hong Kong, 香港 Permanent - 全职Some careers have more impact than others. · If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers o ...
-
HSBC Hong Kong, 香港 Permanent - 全职A Career with Hang Seng Bank · Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services.We seek to attract high ...
-
China Mobile International Limited Hong Kong, 香港Assistant Service Manager - Key Account ManagementHeadquartersHKData BusinessSales & Business DevelopmentMiddleApplyResponsibility · Demonstrate ownership and accountability for end-end customer service experience · •Work directly with customer teams and executives as required; ...
-
Wing Lung Bank Ltd. Hong Kong, 香港Financial Services Manager · Responsibilities · Providing all-rounded banking services to customers · Strengthening relationship with customers to identify customers' needs and recommend appropriate financial services to meet their needs so as to achieve business targets · Pa ...
-
Standard Chartered Bank Hong Kong, 香港 全职Role Responsibilities · Processes · To ensure that procedures outlined in Branch Operations Circular are fully implemented and ensure compliance with the Management Manual, Operating Manuals and laid down procedures. · To comply with all applicable money laundering prevention p ...
-
FWD Life Insurance Corporation Hong Kong, 香港 全职About FWD Group · FWD Group is a pan-Asian life insurance business with more than 11 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. FWD reached its 10-year anniversary in 2023. The company is focused on making the insur ...
-
Hong Kong Express Airways Limited Hong Kong, 香港 全职HK Express is Hong Kong's first and only low-cost carrier, always offering great value, affordable fares on one of the youngest and most modern aircraft fleets in the world. · Like you, and just like many people across Asia, we love to travel and discover new places across the wo ...
-
Ensign InfoSecurity Hong Kong, 香港 全职Ensign is hiring · Job Overview · Ensign InfoSecurity is the largest pure-play end-to-end cybersecurity service provider in Asia. Headquartered in Singapore, Ensign offers bespoke solutions and services to address their clients' cybersecurity needs. Our core competencies are in ...
-
9181 Sandvik Hongkong Ltd Hong Kong, 香港 全职Job Description: · Manage sales of products and services to small and medium sized customers within an assigned geographical territory. Retain and grow business with existing customers and generate sales from new customers. To anticipate and understand customer needs and match t ...
-
Moody's Hong Kong, 香港The Role / Responsibilities: · The Advisory Service in Moody's Analytics Banking OU helps institutions quantify and manage risk. The team is composed of experienced consultants and practitioners working with and drawing on the insight and expertise of our world-class analytics, ...
-
HSBC Hong Kong, 香港 Permanent - 全职Some careers have more impact than others. · If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers o ...
Assistant Customer Services Manager - Hong Kong, 香港 - AIA International Limited.
描述
At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.
And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.
Sound like you? Then read on.
About the Role
Handles customer enquiries and complaints regarding all activities in operations process and supervises all affairs of Service Hotline, ensures and maintains smooth daily operation of service hotlines to achieve the highest level of productivity, operations efficiencies, quality and customer satisfaction
Responsibilities:
Hotline Operation
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.
Hong Kong的Assistant Customer Services Manager从业者
-
Mile Fung
Slasher
-
Leung Ting Duncan Lau
Property and Hospitality Management Professional
-
Sam Lo
Finance Manager at Crypto.com