In this position you will…
…provide a full spectrum of customer service for SME customers for new and/or renewal business primarily in consumer insurance lines. It is crucial for you to deliver first-class customer service to our customers and insurance partners. You will ensure any customer queries, issues and complaints are resolved in a timely and professional manner.
You will be responsible for…
Contact Centre Support
- Handle inbound calls, outbound calls, live chat and email from customers in a timely and professional manner.
- Handle customer enquiries, complaints and service requests.
- Assist the Customer Services Manager in data collection, consolidation and preparation of regular reports.
- Performing other ad-hoc assignments which may be assigned as and when required.
Brokerage Support
- Acts as an independent intermediary between clients and insurance companies, analyzing risks and negotiating tailored policies to secure the best coverage and premiums.
- Assisting insurance buyers to handle claims and policy administration.
- Advising products and options for clients.
- Assisting clients on renewal option for the policy.
Claim Processing
- Assess all types of individual claims in compliance with the terms and conditions of policy.
- Review and process claims efficiently, ensuring accurate and timely handling
- Communicate with customers and service providers to gather necessary information and resolve claims.
- Coordinate with service providers for arranging E2E repair services.
For you to be successful…
…we expect you to be able to demonstrate the following key competencies:
Impactful
- Has a clear understanding of team’s objectives and aligns efforts to these.
- Empowered to be quick to act and take steps to address issues.
- Maintains commitment to achieving goals in the face of obstacles.
Customer focus
- Understands the importance of customer feedback and appreciates their points of view.
- Demonstrates a customer centric mindset by prioritizing customer needs and addressing concerns with a sense of urgency.
- Aware of the benefits of offering different service solutions to a diversity of customers and helps support adoption.
Collaborative
- Offers support and contributes to the delivery of shared goals. Displays loyalty and trust to team.
- Co-operates with team members to resolve problems and achieve goals.
- Listens, encourages, and is respectful of others when working together.
Communication
- Communicates clearly and actively listens to others.
- Provides others with information they need in a timely manner.
- Communication is specific and fact based using a style appropriate for the audience.
You will require the following qualifications and skills
- Tertiary education with 1-2 years of customer services experience in the insurance industry, preferably from insurance broker.
- Fundamental knowledge of general insurance products particularly motor, travel and home insurance.
- Passed IIQE Paper 1 & 2 or other qualifications which will be accepted by HKIA for license registration.
- Strong customer service mindset with a desire to go extra mile to foster positive customer experience.
- Excellent communication and problem-solving skills.
- Good command of spoken and written English, Cantonese and Chinese.
