Job Responsibilities

• Responsible to call monitoring, coaching and identifying the improvement areas of the Customer Care Associate (CCA), to ensure customer's inquiries is being handled properly and in professional manner

• Responsible to prepare and update management reports and statistics

• Resolve issue escalated from the subordinates and give clear directions to the subordinate to perform their work and assist in follow up case with internal parties

• Carry out any other duties and responsibilities given by the Management. This may involve answering information queries, managing customer complaints

• Support ad hoc tasks / assignment on customer service project or initiatives

Job Requirements

• Form 7 graduate/diploma or above

• At least 4 years working experience in insurance / finance industry

• Knowledge of Customer Service and Call Centre Operations

• IIQE qualification - Paper 1, 3 & 5 preferable

• Good interpersonal and communication skills

• Good administrative and organization skill

• Well organized, self-initiative and a good team-player

• Excellent command of both written and spoken English and Chinese. Mandarin in an advantage