Job Responsibilities:

• Supervise day-to-day operations of the Customer Services Department to ensure overall implementation of Customer Services strategies across the business;
• Ensure that the Customer Services team operates effectively and aligns with the departmental and the Company’s business objectives;
• Assess service statistics and prepare detailed reports for management review;
• Manage, maintain and enhance the performance of customer service teams to deliver efficient service to internal and external customers;
• Handle the escalated cases from colleagues and also handle written / verbal complaint case from client or regulatory body;
• Obtain and maintain license as an individual insurance agent of Blue Cross and/or BEA Life with the Insurance Authority, and, where necessary, upon successful licensing as individual insurance agent with the Insurance Authority, advise on or arrange contracts of insurance or carry on regulated activity.

Job Requirements:

• University degree; 
• Minimum 6 years’ relevant customer service hotline experience with at least 2 years at managerial level;
• Fulfilment of the fit and proper criteria of the Insurance Authority for licensing as an individual insurance agent of the Company, and the minimum education and qualifications requirements, including but not limited to passes in IIQE Paper 1, 2, 3 & 5 [subject to the regulated activities to be conducted];
• Strategic, forward thinking, customer-oriented and result-oriented;
• Proactive, attention to details, able to work under pressure in a dynamic and changing environment to meet agreed timelines;
• Excellent judgment, problem-solving, decision-making and leadership skills;
• Strong interpersonal and communication skills with the ability to communicate effectively at all levels;
• Good command of both written and spoken English and Chinese;
• Proficient in Microsoft Word, Excel, PowerPoint, Outlook and Chinese Word Processing.