Assistant Manager, Customer Service

The incumbent will be responsible for managing the operations of hotlines, walk-in customers, and live chat provided by in-house Customer Service team and external service providers. The successful candidate should be customer-focused and result-driven.

Key Responsibilities:

1. Manage the operations of customer service delivered in various platforms including inbound and outbound calls, walk-in customers, and live chat.
2. Efficiently plan resources and assign tasks to accomplish target Key Performance Indicators (KPI).
3. Monitor and improve individual's performance to maximize overall operational efficiency and productivity.
4. Identify and implement opportunities for improvement in services to strengthen the company's edge as a customer-centric health and well-being partner.
5. Oversee efficiency and quality of services delivered by external service providers to meet the agreed service level.
6. Act as the team's representative to participate in operational and system projects including changes in operating model and systems.
7. Participate in operational and systems projects throughout the project lifecycle including user requirement gathering, UAT, and post-implementation review.
8. Produce regular management reports and ad-hoc analytics for performance evaluation and improvement.

Qualifications:

1. Minimum 8 years experience in customer service operation; of which 5 years is in a supervisory level, preferably in insurance/banking industry.
2. Strong knowledge in life and medical insurance products, especially delivery services through digital platforms.
3. Experience of working in a fast-paced environment and managing process change.
4. Effectively manage the team and communicate with stakeholders.
5. Ability to dig out insights from data and take actions accordingly.
6. Customer-centric, result-driven, and strong problem-solving skills.
7. Cantonese speaker with good command in spoken and written English and Chinese.
8. Holding of IIQE 1, 2, 3 & 5.

For all applications, please kindly send your CV quoting reference AMCS/RS.

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