Senior Officer, Customer Service, Insurance, 28k
Michael Page
- 中環
- 長期
- 全職
- Arrange regular performance reviews and training sessions to enhance the frontline employee's customer servicing skills and product knowledge
- Ensure the operations and activities in accordance with internal policies and external regulations
- Utilize customer feedback through calls and complaints to identify areas for improvements
- Stay abreast of the market best practices and advise on new technologies to enhance customer experience
- Set strategies for maximizing first-contact resolution, reducing call volume and identifying the root causes
- Work closely with other departments to cultivate a customer-centric culture
- Provide monthly reporting on KPIs and Contact Centre metrics to senior management
- Bachelor's degree holder with at least 2 years' experience leading an omni-channel customer service team
- IIQE Paper 1 and 2 Certificates are preferred or must
- Proven experience with CRM systems, analytics tools, reporting and process improvement
- Analytical skills to quantify KPIs, analyze trends and drive enhancements
- Proactive self-starter able to achieve goals within deadlines independently
- Relationship builder with strong interpersonal and stakeholder management skills
- Excellent communication and presentation skills in English and Chinese
- Work Life Balance
- Competitive Pay
- Career Prospect
- Well-known bank
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