Senior Customer Care Associate
OneDegree · Hong Kong
What you’ll be doing?
- Handle regulatory complaints, ensuring adherence to industry standards and requirements. Address escalated customer queries from all service teams in a professional manner, using tactful customer service skills to resolve issues effectively.
- Conduct quality assurance audits to monitor service performance. Provide coaching to all service teams’ members to uphold high standards of customer service.
- Collect and analyze customer feedback on dissatisfaction and complaints. Consolidate data into reports to identify trends and recommend improvements to company products and services.
- Provide support to various departments, including Customer service, Claims, Policy Administration, and Product/Project Management. Facilitate communication and collaboration to ensure smooth operations and achieve company goals.
- Handle assigned tasks and ad-hoc duties as required. Support management in coordinating team efforts, streamlining processes, and maintaining efficient operations.
Who are we looking for?
- High school certification or above, bachelor’s degree is a plus.
- 2-3 years of experience with the general insurance industry is preferred
- IIQE Paper 1 and 2 Certificates is required
- Passion for providing Customer Service (empathy, patience, friendliness, positive attitude, proactivity)
- Excellent communication in verbal and written form (Both English and Chinese)
- Excellent typing skills in both English and Traditional Chinese
- Excellent organization and time management skills
- Ability to navigate through multiple computer applications with speed and accuracy
- Ability to work independently, take direction, and prioritize accordingly
- Ability to work cross-functionally in a fast-paced environment
- Highly self-motivated, organized, and a team player
- Willingness and ability to operate in a team environment
Why You Should Consider This Opportunity
We offer a competitive remuneration package with attractive fringe benefits, including:
- 5-day work week
- Performance bonus
- 20 days of annual leave
- Leave for birthdays, marriage, parental needs, and new pets
- Medical insurance
- A flat organizational structure
- A vibrant and energetic team
- Shift allowances
- Comprehensive training
- Flexible work-from-home options
Ready to join us? Apply now to submit your resume with date of availability and expected salary to us!