Senior Customer Experience Specialist

Chubb Life; Hong Kong; On-site; HKD 180,000 - 300,000; Full time

Job summary

Chubb Life in Hong Kong seeks a Customer Experience Executive to handle enquiries from clients, agents and channels, resolving concerns with accurate information and professional service. You will interact via phone and written correspondence, guiding customers through policies, procedures and guidelines.

Fluency in English and Chinese (Mandarin a must) is required, with IIQE licensing and CPD compliance. Strong communication and composure under pressure are essential for success in this role.

Qualifications

• University graduate preferred or matriculated with at least 1-2 year(s) relevant working experience, fresh graduate is also welcome (for customer experience executive).
• For senior customer experience executive, 2 to 5 years of solid work experience preferably in one or more discipline in life administration on customer service and policy administration / servicing.
• Fluent in both spoken and written English and Chinese. Mandarin is a must.
• Require to pass/already passed IIQE (Paper I, III and V), obtain agent license and fulfil CPD program for providing insurance advice to agents / channels / clients
• Good communication and negotiation skills, with thorough understanding of company products and an ability to explain complex information in customer terms.
• Good service attitude and willing and able to work under pressure.

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.

Skills

Communication

Negotiation

Bilingual English/Chinese

Mandarin

Education

University degree preferred

Job description

Chubb Life in Hong Kong seeks a Customer Experience Executive to handle enquiries from clients, agents and channels, resolving concerns with accurate information and professional service. You will interact via phone and written correspondence, guiding customers through policies, procedures and guidelines.

Fluency in English and Chinese (Mandarin a must) is required, with IIQE licensing and CPD compliance. Strong communication and composure under pressure are essential for success in this role.