What the role is?
- Handle customer and agent enquiries through face-to-face, telephone, email and digital channels
- Resolve enquiries relating to New Business, Policy Administration, Claims, Premium Payment and other operational processes
- Handle escalated or complex enquiries and complaints independently with appropriate judgement
- Conduct outbound calls for case follow-up, service recovery and complaint resolution
- Provide professional support to intermediaries, policyholders and customers
- Support service quality initiatives, knowledge sharing and coaching of junior team members
- Ensure compliance with regulatory requirements, company policies and operational procedures
- Participate in departmental projects, system enhancements, UAT and ad hoc assignments as required
What we look for?
- Higer Diploma or Bachelor's degree in in Business Administration, Insurance or related disciplines
- Minimum 2–4 years’ customer service experience, preferably in life insurance, banking or financial services
- Experience in handling customer complaints and complex servicing enquiries is preferred
- Experience in contact centre or omni-channel customer service environment is an advantage
- Professional insurance qualifications such as LOMA is an advantage
- Good command of spoken and written English and Chinese
- Good communication and people skills
- Customer focused mindset with a willingness to learn
- Positive attitude, responsible and a good team player
- Pass in IIQE paper 1, 3 and 5
- Willing to work on rotational Saturday shift (half day)
Personal Information Collection Statement
At Chow Tai Fook Life Insurance Company Limited (“the Company”) we respect the privacy of your personal data and are committed to fully complying with the Personal Data (Privacy) Ordinance (“the Ordinance”).
The personal data that we collect and/or hold (whether contained in this application form or otherwise obtained) includes your personal details, contact information, education and training details, employment details, financial details, and information on your social circumstances.
Provision of personal data by you is mandatory for selection purposes. Personal data collected through this application will be used by the Company to assess your suitability to assume the job duties of the position for which you have applied. The Company may not be able to process your application if you fail to provide your personal data.
Applicants not contacted within four weeks after the interview / test may consider their application unsuccessful. The information provided will be kept for 2 years for consideration of other suitable posts.