Chubb Life HK - Contract Senior Executive, Customer Experience

Customer Service Representative

Summary:

This position is to provide one-stop enquiry service to clients through verbal and written communication in the kind of service which is prompt, friendly, courteous, accurate and helpful. It needs to coordinate with the CSE to handle daily enquiries from clients in all channels (e.g. live chat and email) and to work with the team to achieve departmental goals and new initiatives as assigned.

Key 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.

Qualifications:

• University graduate preferred or matriculated with relevant working experience
• 2 to 4 years of solid work experience preferably in one or more discipline in life administration on customer service and policy administration / servicing.
• 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.
• Fluent in both spoken and written English and Chinese. Mandarin is a must.
• Candidate with less working experience will be considered as Executive, Customer Experience, fresh graduate is also welcomed.

Job Info:

• Job Identification 31341
• Job Schedule Full time
• Regular or Temporary Temporary
• Job Category Customer Service
• Business Unit Hong Kong
• Legal Employer Chubb Life Insurance Hong Kong Limited