Gravitas Recruitment Group - Hong Kong

Duties / Accountabilities

  • Manage and oversee operations of the Customer Services Department to enhance efficiency of Call Centre, Customer Service Counter and tele-marketing team to improve customer services quality and service level;
  • Handle customer complaints and enhance customer care approaches to maintain customer satisfaction; Manage the chat board of the mobile apps;
  • Devise and implement effective internal control procedures to meet regulatory and internal compliance requirements;
  • Devise and implement effective initiatives for monitoring customer services performance;
  • Establish best practices on customer services for the teams to excel the current service standards;
  • Handle projects as mandated by the Company (e.g. mobile apps project, process review projects, etc.)
  • Obtain and maintain licence as an individual insurance agent.

Competencies Requirements

  • Proactive, creative and mature with high sensitivity to deal with different stakeholders;
  • Excellent leadership, people management and problem-solving skills with proven track records in leading multi teams;
  • Strategic, forward thinking, customer-oriented and result-oriented;
  • Able to work under pressure and with people at all levels;
  • Effective resources planning capability, with good communication; interpersonal and presentation skills;
  • Excellent command of spoken and written English and Chinese; good command in Putonghua is preferred
  • Proficient in Microsoft Word, Excel, PowerPoint, knowledge in Chinese Word Processing is a plus.

Education/Work Experience

  • University degree holder.
  • IIQE Paper 1, 2, 3 & 5
  • Minimum 10 years' relevant customer service experience, preferably with insurance products, of which at least 5 years are at managerial level supervising a sizable team.