Agency Concierge Executive

CTF Life; Hong Kong; On-site; HKD 201,000 - 290,000; Full time

Job summary

CTF Life in Hong Kong is seeking a customer service and operations professional to handle enquiries via hotline and email, ensuring timely, accurate, and professional communication. You will collaborate with internal stakeholders to resolve enquiries and uphold service quality.

You will acknowledge, escalate, and follow up on complaints, maintain high service standards, coordinate with other departments, identify improvements, ensure regulatory compliance, and contribute to team initiatives.

Qualifications

• Bachelor's degree required.
• 2-4 years’ experience in customer service or operations within the life insurance industry.
• IIQE Papers 1, 3, and 5 mandatory.
• Agile, well-organized, problem solver with a customer-first mindset.
• Independent, self-motivated, capable of working with minimal supervision.
• Strong interpersonal and communication skills; good time management.
• Proficient in written and spoken English and Chinese, including Putonghua.
• Skilled in Microsoft Office applications (Excel, Word, PowerPoint); familiarity with data systems is a plus.

Responsibilities

• Respond to new business and service enquiries through hotline and email, ensuring timely, accurate, and professional communication.
• Collaborate with internal stakeholders to resolve enquiries efficiently and uphold service quality.
• Acknowledge, elevate, and follow up on agency complaints to ensure resolution in line with established service standards.
• Maintain high service standards for the agency support function aligned with agency expectation.
• Coordinate with other departments to ensure smooth communication and effective information flow.
• Identify process improvement opportunities and recommend enhancements to streamline operations.
• Ensure full compliance with industry regulations and company policies.
• Participate in ad hoc projects and contribute to the success of team and company initiatives.

Skills

Customer service

Operations

Agile

Problem solving

Customer-first mindset

Independent

Time management

Interpersonal skills

English

Chinese

Putonghua

Education

Bachelor's degree

Tools

Microsoft Office

Data systems

Job description

• Respond to new business and service enquiries through hotline and email, ensuring timely, accurate, and professional communication.
• Collaborate with internal stakeholders to resolve enquiries efficiently and uphold service quality.
• Acknowledge, elevate, and follow up on agency complaints to ensure resolution in line with established service standards.
• Maintain high service standards for the agency support function aligned with agency expectation.
• Coordinate with other departments to ensure smooth communication and effective information flow.
• Identify process improvement opportunities and recommend enhancements to streamline operations.
• Ensure full compliance with industry regulations and company policies.
• Participate in ad hoc projects and contribute to the success of team and company initiatives.

What the role is?

• Respond to new business and service enquiries through hotline and email, ensuring timely, accurate, and professional communication.
• Collaborate with internal stakeholders to resolve enquiries efficiently and uphold service quality.
• Acknowledge, elevate, and follow up on agency complaints to ensure resolution in line with established service standards.
• Maintain high service standards for the agency support function aligned with agency expectation.
• Coordinate with other departments to ensure smooth communication and effective information flow.
• Identify process improvement opportunities and recommend enhancements to streamline operations.
• Ensure full compliance with industry regulations and company policies.
• Participate in ad hoc projects and contribute to the success of team and company initiatives.

What we look for?

• Bachelor's degree in any disciplines.
• 2-4 years’ experience in customer service or operations within the life insurance industry.
• IIQE Papers 1, 3, and 5 are mandatory.
• Agile, well-organized, problem solver with a customer-first mindset.
• Independent, self-motivated, and capable of working with minimal supervision.
• Strong interpersonal and communication skills, with effective time management.
• Proficient in written and spoken English and Chinese, including Putonghua.
• Skilled in Microsoft Office applications (Excel, Word, PowerPoint); familiarity with data systems is a plus.