Assistant Manager, Customer Service

Bupa; Hong Kong; On-site; HKD 420,000 - 600,000; Full time

Benefits offered by this job

Base salary

Study assistance plan

Company pension plan

Life and medical benefits

Dental benefits

Annual leave

Examination leave

Job summary

Bupa in Hong Kong seeks an experienced customer service professional to oversee hotline operations, guide the team, and ensure high-quality service for benefits, policy changes and claims. The role requires strong communication in English, Mandarin and Cantonese, with at least 5 years in customer service within insurance/finance and IIQE qualifications.

The position emphasizes process improvement, stakeholder collaboration, and adherence to service targets, with a comprehensive benefits package

Qualifications

• Bachelor’s degree or above is required.
• Pass IIQE (Paper I and II) or relevant qualifications.
• Minimum 5 years of experience in a customer service environment, preferably in insurance or financial industry.
• Good knowledge of Healthcare and medical insurance products and contact centre operations.
• Excellent English, Mandarin and Cantonese communication skills.
• Proficiency in MS Office (Word, Excel) and Chinese word processing.
• Strong collaboration with internal departments.

Responsibilities

• Oversee day-to-day customer service hotline operations with accurate handling of member enquiries.
• Assist in resource planning and performance monitoring to meet service targets.
• Coach team members to uphold service standards and call quality.
• Handle complex enquiries and escalated complaints with timely resolutions.
• Review and enhance procedures, scripts, and controls for consistency and efficiency.
• Coordinate implementation of new processes and service improvements, including training.
• Collaborate with internal stakeholders to address service gaps and pain points.
• Assist with ad hoc assignments and projects.

Skills

Customer service

Communication

Problem solving

Analytical thinking

MS Office

Languages: English, Mandarin, Canton</

Education

Bachelor's degree or above

IIQE (Paper I & II)

Tools

Microsoft Word

Microsoft Excel

Chinese Word Processing

Job description

Responsibilities

• Support the Manager in overseeing day-to-day customer service hotline operations, ensuring member enquiries related to benefits, policy changes, and claims are handled accurately, consistently, and professionally
• Assist in resource planning and performance monitoring to support effective manpower deployment and the achievement of service targets, customer satisfaction, and service level commitments
• Coach and guide team members to ensure service standards, call handling quality, and approved ways of working are consistently applied, strengthening operational discipline
• Handle complex enquiries and escalated complaints, ensuring timely resolution, appropriate follow-up, and clear identification of practical actions to prevent recurrence
• Support the review and enhancement of operational procedures, service scripts, and control measures to improve service consistency, efficiency, and customer experience
• Coordinate and support the implementation of new processes and service improvement initiatives, including training coordination, team communication, and progress tracking
• Work closely with internal stakeholders to address service gaps, customer pain points, and complaint-related issues, supporting the development and implementation of practical improvement actions
• Assist with ad hoc assignments and projects as required
• Bachelor’s degree or above
• Pass IIQE (Paper I and II) or relevant qualifications to fulfil the requirement of Licensed Insurance Intermediaries
• Minimum 5 years of experience in customer service environment and exposure gained in insurance or financial industry
• Good knowledge of the Healthcare and medical insurance product and contact centre operations
• Good communication skills, professional telephone manner and complaint handling skills are essential
• Strong analytical, presentation and problem-solving capability
• Strong sense of responsibility with high level of integrity and trust
• Excellent command of English, Mandarin and Cantonese
• Proficiency in Microsoft Office applications including Word, Excel and Chinese Word Processing
• Proven strong collaboration skill with internal department

Bupa offers 5 days’ work per week and comprehensive remuneration packages including base salary, study assistance plan, company pension plan, life and medical benefit, dental benefit, annual leave, examination leave, etc.

Bupa is an equal opportunity employer and welcomes applications from qualified candidates. Information provided will be treated in strict confidence and only be used for consideration of application with Bupa.

Personal data collected will be used for recruitment purposes only. Bupa will be in touch for any opportunities that matches your profile. All personal data of unsuccessful application will be destroyed 24 months from the date of receiving the application. Full version of Data Privacy Notice available upon request.