Senior Customer Care Associate at AIFT (Hong Kong)Senior Customer Care Associate

What you’ll be doing?

• Handle regulatory complaints, ensuring adherence to industry standards and requirements. Address escalated customer queries from all service teams in a professional manner, using tactful customer service skills to resolve issues effectively.
• Conduct quality assurance audits to monitor service performance. Provide coaching to all service teams’ members to uphold high standards of customer service.
• Collect and analyze customer feedback on dissatisfaction and complaints. Consolidate data into reports to identify trends and recommend improvements to company products and services.
• Provide support to various departments, including Customer service, Claims, Policy Administration, and Product/Project Management. Facilitate communication and collaboration to ensure smooth operations and achieve company goals.
• Handle assigned tasks and ad-hoc duties as required. Support management in coordinating team efforts, streamlining processes, and maintaining efficient operations.

Who are we looking for?

• High school certification or above, bachelor’s degree is a plus.
• 2-3 years of experience with the general insurance industry is preferred
• IIQE Paper 1 and 2 Certificates is required
• Passion for providing Customer Service (empathy, patience, friendliness, positive attitude, proactivity)
• Excellent communication in verbal and written form (Both English and Chinese)
• Excellent typing skills in both English and Traditional Chinese
• Excellent organization and time management skills
• Ability to navigate through multiple computer applications with speed and accuracy
• Ability to work independently, take direction, and prioritize accordingly
• Ability to work cross-functionally in a fast-paced environment
• Highly self-motivated, organized, and a team player
• Willingness and ability to operate in a team environment