Customer Service Officer

EdirectInsure Group; Hong Kong; On-site; HKD 240,000 - 360,000; Full time

Job summary

EdirectInsure Group in Hong Kong is seeking a committed customer service professional to manage inquiries, service requests and complaints from customers and insurance partners.

You will handle calls, emails, and requests promptly, coordinate with service providers, and ensure timely, accurate responses in English and Chinese.

Qualifications

• 3-5 years of customer services experience.
• Proficiency in MS Office (Word and Excel).
• Excellent communication and problem-solving skills.
• Good command of spoken and written English and Chinese.

Responsibilities

• Handle inbound calls, outbound calls and email from customers in a timely and professional manner.
• Handle customer enquiries and service requests and provide accurate, satisfactory answers to their queries and concerns
• Handle customer complaints and ensures a smooth, effective complaints process, from initial receipt to resolution.
• Performing other ad-hoc assignments which may be assigned as and when required.
• Review and process service request efficiently, ensuring accurate and timely handling
• Determine the follow up/next step decision after receiving the assessment report from service provider
• Communicate with customers and service providers to gather necessary information and resolve service request.
• Coordinate with service providers including repair center and logistics service provider for arranging E2E repair services.
• Proactively provide service request status update to customers on each progress.

Job description

Provide a full spectrum of customer service and manage customer complaints. It is crucial for you to deliver first-class customer service to our customers and insurance partners. You will ensure any customer queries, issues and complaints are resolved in a timely and professional manner.

You will be responsible for…

• Handle inbound calls, outbound calls and email from customers in a timely and professional manner.
• Handle customer enquiries and service requests and provide accurate, satisfactory answers to their queries and concerns
• Handle customer complaints and ensures a smooth, effective complaints process, from initial receipt to resolution.
• Performing other ad-hoc assignments which may be assigned as and when required.
• Review and process service request efficiently, ensuring accurate and timely handling
• Determine the follow up/next step decision after receiving the assessment report from service provider
• Communicate with customers and service providers to gather necessary information and resolve service request.
• Coordinate with service providers including repair center and logistics service provider for arranging E2E repair services.
• Proactively provide service request status update to customers on each progress.

Supporting Hours

• This role will require to support the customer in Australia.
• The working hours is as follows:
  • Up to October 3rd AEST 9:00am - 6:00pm. (Hong Kong local time 7:00am - 4:00pm)
  • From October 4th AEDT 9:00am - 6:00pm. (Hong Kong local time 6:00am - 3:00pm)
  • Follow national public holiday in Australia

For you to be successful…

We expect you to be able to demonstrate the following key competencies

Impactful

• Has a clear understanding of team's objectives and aligns efforts to these.
• Empowered to be quick to act and take steps to address issues.
• Maintains commitment to achieving goals in the face of obstacles.
• Understands the importance of customer feedback and appreciates their points of view.
• Demonstrates a customer centric mindset by prioritizing customer needs and addressing concerns with a sense of urgency.
• Aware of the benefits of offering different service solutions to a diversity of customers and helps support adoption.
• Offers support and contributes to the delivery of shared goals. Displays loyalty and trust to team.
• Co-operates with team members to resolve problems and achieve goals.
• Listens, encourages, and is respectful of others when working together.

Communication

• Communicates clearly and actively listens to others.
• Provides others with information they need in a timely manner.
• Communication is specific and fact based using a style appropriate for the audience.

You will require the following qualifications and skills

• 3-5 years of customer services experience
• Proficiency in MS Office (Word and Excel)
• Strong customer service mindset with a desire to go extra mile to foster positive customer experience.
• Excellent communication and problem-solving skills.Good command of spoken and written English and Chinese.