Senior Customer Experience Officer (Life Insurance)

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

Benefits offered by this job

Annual Leave

Learning Opportunities

Competitive Package

Job summary

FWD Group in Hong Kong is seeking a Customer Service professional to handle enquiries from customers, advisors and business partners across multiple channels for life insurance and group medical products. You will conduct inbound and outbound calls to provide timely service, resolve problems and deliver one-stop support to strengthen customer engagement.

You should have over 3 years of experience in financial institutions, ideally in life insurance or customer service, and possess excellent

Qualifications

• Experience in financial institutions or customer service is required.
• IIQE Paper I, II, III & V and LOMA qualifications are viewed favorably.
• Strong communication and listening skills in Cantonese, English and Mandarin.

Responsibilities

• Handle enquiries from customers, advisors and business partners across multiple channels (hotline, email, facsimile, live chat) for life insurance and group medical products.
• Conduct inbound and outbound calls to provide timely, quality service support.
• Resolve customer problems and complaints in an efficient and professional manner.
• Deliver one-stop service to enhance customer engagement and experience.
• Build, maintain, and strengthen long-term customer relationships.
• Work on a shift basis: Mon to Fri 0900-1800 with alternate Saturdays 0900-1300.

Skills

Customer service

Communication skills

Problem-solving

Telephone manners

Education

Matriculated or above

Job description

FWD Group in Hong Kong is seeking a Customer Service professional to handle enquiries from customers, advisors and business partners across multiple channels for life insurance and group medical products. You will conduct inbound and outbound calls to provide timely service, resolve problems and deliver one-stop support to strengthen customer engagement.

You should have over 3 years of experience in financial institutions, ideally in life insurance or customer service, and possess excellent