Back to Job Search

Job Description

Job Responsibilities:

  • 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