Senior Officer, Customer Service, Insurance, 28k

• 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

Michael Page