Act as the team’s representative to participate operational and system projects including changing in operating model and systems e.g., Phone, CRM system and customer/broker portals.
Participate in operational and systems projects throughout project lifecycle including user requirement gathering, UAT and post-implementation review.
Efficiently plan resources and assign tasks to accomplish target Key Performance Indicators (KPI)
Identify training needs of customer service team and arrange necessary training both internal and external to uplift servicing quality and productivity.
Identify and implement opportunities for improvement in services to strengthen customer experience.
Produce regular management report and ad-hoc analytics for performance evaluation and improvement.
The ideal candidate:
Degree holder with at least 6-8 years’ customer service experience for Medical Product in call center, preferably in insurance / banking industry
IIQE Paper 1 & 2 is required or fulfill the IIQE requirement is also considered.
Proven track record of working with IT, vendors and stakeholders on product development, process, and system enhancement; developing user requirements and test cases for system and conducting UAT.
Strong customer-oriented mindset with excellent communication and interpersonal skills
Result-driven and strong problem-solving skills.
Excellent team player, independent, diligent, and responsible, with a positive attitude under pressure
Familiar with various MS Office applications including Word and Excel with analytical mindset and ability to generate insights from data and take action accordingly.
Excellent command in both spoken and written English and Chinese