Assistant Manager, Customer Service

Bupa group; Hong Kong; On-site; HKD 350,000 - 550,000; Full time

Benefits offered by this job

5 days' work per week

Comprehensive benefits

Pension plan

Study assistance

Job summary

Bupa is seeking a seasoned customer service professional in Hong Kong to oversee day-to-day hotline operations, ensuring accurate handling of member inquiries on benefits, policy changes, and claims. You will support resource planning and monitor performance to meet service targets and satisfaction goals.

The role requires 5+ years in a customer service environment within insurance/financial services, with fluency in English, Mandarin and Cantonese, and strong collaboration with internal teams.

Qualifications

• 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 a customer service environment and exposure gained in insurance or financial industry
• Good knowledge of Healthcare and medical insurance products 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 departments

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

Skills

Customer service

Communication skills

Problem solving

Team coaching

Languages

Education

Bachelor's degree

Tools

MS Office

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.