Banking - Senior Customer Services Assistant (1 Yr Contract)
Salary HKD21,000 - HKD30,000 per month
Location Tai Kok TsuiCONTRACTOR
Consultant Andrey Sin
Date posted 10 August 2018 2018-08-102018-09-09 banking 41 Connaught Road Central Hong Kong Robert Walters Hong Kong
Our Client, an International Bank is currently looking a high calibre candidate to join their Member Services Team as a Senior Customer Services Assistant.
• Handles enquiry on broad range of services issues from customers via hotline and walk-in services
• Liaises with internal department, channels and customers on reply of enquiry and completion of requirement
• Handle complicated complaint from all channels, carry out investigation and liaise with relevant parties to obtain relevant information for decision making, propose resolutions / obtain approval from higher level and record the case details
• Conduct various outbound call with documented protocols
• Performs policy conservation with documented protocols
• Handles non-standard bilingual written inquiry
• Participates in customer service-related projects
• Mentors junior staff on the daily operation of customer service
• Recommends projects to improve the workflow and service in the team
• Handle MPF & ORSO enquiries through hotlines and e-mails
• Follow up customer enquiries and feedback with good quality standard
• Ensure the delivery of service meet with our service standard & comply with regulatory requirements
• To assist junior colleagues in handling complaint cases/ demanding customers
• Degree holder with professional insurance qualification (e.g. FLMI or ICA), passed some IIQE papers
• Good Knowledge of Life Insurance or Pensions aspects.
• Strong analytical and problem solving skills.
• Able to work under high pressure with professional business acumen.
• Excellent leadership, interpersonal and communication skills.
• Familiar with MS Word, Excel & PowerPoint.
• Proficient in spoken & written English & Chinese (Cantonese & Mandarin).
• requires 5 - 6 years in Customer Service with good knowledge of insurance industry with good knowledge of life insurance