Senior Customer Care Associate

AIFT; Hong Kong; Hybrid; HKD 28,000 - 42,000; Full time

Benefits offered by this job

5-day work week

Performance bonus

20 days of annual leave

Medical insurance

Flexible work-from-home options

Flat organizational structure

Vibrant and energetic team

Flexible work-from-home options

Job summary

A leading insurance company in Hong Kong seeks a dedicated customer service professional. Responsibilities include handling regulatory complaints, conducting quality assurance, and analyzing customer feedback. Ideal candidates should have at least 2-3 years in the insurance industry and possess strong communication skills in English and Chinese. The company offers a competitive remuneration package and attractive benefits including performance bonuses, medical insurance, and flexible work-from-home options.

Qualifications

• 2-3 years of experience with the general insurance industry is preferred.
• Excellent communication in verbal and written form in English and Chinese.
• Ability to navigate through multiple computer applications with speed and accuracy.
• Team player with proactive attitude.

Responsibilities

• Handle regulatory complaints and address escalated customer queries.
• Conduct quality assurance audits to monitor service performance.
• Collect and analyze customer feedback to identify trends.
• Collect and analyze customer feedback; report trends and suggest improvements.
• Provide cross-departmental support to ensure smooth operations.

Skills

Customer service

Communication skills

Organization

Time management

Problem-solving

Education

High school certification or above

Bachelor's degree

IIQE Paper 1 and 2 Certificates

Job description

• Handle regulatory complaints, ensuring adherence to industry standards and requirements. Address escalated customer queries from all service teams in a professional manner, using tactful customer service skills to resolve issues effectively.
• Conduct quality assurance audits to monitor service performance. Provide coaching to all service teams’ members to uphold high standards of customer service.
• Collect and analyze customer feedback on dissatisfaction and complaints. Consolidate data into reports to identify trends and recommend improvements to company products and services.
• Provide support to various departments, including Customer service, Claims, Policy Administration, and Product/Project Management. Facilitate communication and collaboration to ensure smooth operations and achieve company goals.
• Handle assigned tasks and ad‑hoc duties as required. Support management in coordinating team efforts, streamlining processes, and maintaining efficient operations.

Whoarewelookingfor?

• High school certification or above, bachelor’s degree is a plus.
• 2-3 years of experience with the general insurance industry is preferred
• IIQE Paper 1 and 2 Certificates is required
• Passion for providing Customer Service (empathy, patience, friendliness, positive attitude, proactivity)
• Excellent communication in verbal and written form (Both English and Chinese)
• Excellent typing skills in both English and Traditional Chinese
• Excellent organization and time management skills
• Ability to navigate through multiple computer applications with speed and accuracy
• Ability to work independently, take direction, and prioritize accordingly
• Ability to work cross-functionally in a fast-paced environment
• Highly self-motivated, organized, and a team player
• Willingness and ability to operate in a team environment

Why You Should Consider This Opportunity

We offer a competitive remuneration package with attractive fringe benefits, including:

• 5-day work week
• Performance bonus
• 20 days of annual leave
• Leave for birthdays, marriage, parental needs, and new pets
• Medical insurance
• A flat organizational structure
• A vibrant and energetic team
• Flexible work-from-home options

Ready to join us? Apply now to submit your resume with date of availability and expected salaryto us!

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