Senior Client Experience & Service Resolution Specialist

Chubb External; Hong Kong; On-site; HKD 180,000 - 240,000; Full time

Job summary

Chubb External in Hong Kong is seeking a Customer Service Representative to handle enquiries from clients, agents and channels and provide solutions with accuracy and professionalism. You will share knowledge with the team to improve the overall customer experience.

You will interpret caller needs and provide accurate information on policy details, procedures and guidelines, while ensuring one-stop service and first-contact resolution where possible.

Responsibilities

• To handle enquiry from clients / agents / channels to resolve their concerns / queries and share with the team for the experience and knowledge.
• To demonstrate good service practice to CSE.
• To provide recommendation in streamline procedures.
• Represents the Company as a service provider to all clients / channels contacting the company by telephone and written correspondence regarding policy information, company procedures, rule and guidelines.
• Interprets the needs/requests of the caller and provides accurate information and explanations.
• To provide one stop service and solutions to agents / clients with accuracy and professionalism in relation to procedure, payment, underwriting guidelines, completion of formalities that can solve the enquiries and problems.
• Follow up task to ensure clients’ requests are suitably processed to achieve their satisfaction.
• To handle complaint with first priority and make recommendation to resolve the case to the customer’s satisfaction and suggest ways to prevent future happening.
• To work closely with the Manager to achieve mutual understanding and co-operation within the department and thus creating a harmonious working environment.

Job description

Chubb External in Hong Kong is seeking a Customer Service Representative to handle enquiries from clients, agents and channels and provide solutions with accuracy and professionalism. You will share knowledge with the team to improve the overall customer experience.

You will interpret caller needs and provide accurate information on policy details, procedures and guidelines, while ensuring one-stop service and first-contact resolution where possible.