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Assistant Manager, Life Customer Care

1 day ago: AXA Hong Kong Life and General Insurance

Job Description

Description

 

Role and Responsibilities

  • Manage a team of customer care associates to provide professional customer services via livechat, email and letters and ensure compliance with operational guideline,  regulatory requirements and business strategy
  • Motivate the team to achieve departmental KPIs in a timely and professional manner
  • Monitor contact traffic and arrange adequate workforce level to meet SLA
  • Handle complicated cases and customer complaints escalated by customer care associates
  • Resolve potential complaints proactively through service recovery and implementation of remedy action
  • Provide coaching and arrange necessary training e.g. product knowledge and soft skills to the team
  • Channel customer feedback to respective internal counterparts timely and properly, and support them to conduct health check in new workflow initiatives or system enhancements
  • Regularly review / update standard operational procedures.  
  • Assist supervisor to identify and implement improvement initiatives
 

Qualifications

 

Qualifications and Education Requirements


  • Tertiary education graduate
  • Minimum 5 years working experience in life insurance, of which at least 3 years at supervisory/management level
  • Solid experience in contact center operation and strong customer service skill
  • Passes in IIQE (Paper 1, 3, 5).  Relevant professional qualification is an advantage
  • Good leadership and able to motivate team members
  • Good interpersonal and communication skills to handle both internal and external customers
  • Strong planning in establishing priority and organizing teamwork.  
  • Good people management skills and able to work under pressure
  • Excellent command of both written and spoken English and Chinese.  Mandarin in an advantage
 
About AXA  

Would you like to wake up every day driven and inspired by our noble mission and to work together as one global team to empower people to live a better life? Here at AXA we strive to lead the transformation of our industry. We are looking for talented individuals who come from varied backgrounds, think differently and want to be part of this exciting transformation by challenging the status quo so we can push AXA - a leading global brand and one of the most innovative companies in our industry - onto even greater things.

In a fast-evolving world and with a presence in 64 countries, our 166,000 employees and exclusive distributors anticipate change to offer services and solutions tailored to the current and future needs of our 103 million customers.

 
 
AXA Hong Kong, a member of the AXA Group, prides itself of serving over 1 million customers in Hong Kong and Macau. Besides being one of the largest health protection providers in Hong Kong, it is also the number 1 General Insurance provider1 and a market leader in motor insurance.
AXA Hong Kong is committed to helping its customers achieve stability and prosperity through providing a comprehensive range of life, health, property and casualty protection, as well as wealth management and retirement solutions.
We believe it is our inherent responsibility to support the communities we operate in, hence creating a sustainable business via constant and considerable contribution in the dimensions of health, environment and the community.
AXA is an equal opportunity employer. We are committed to promote Diversity and Inclusion (D&I) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximize their personal potential.
1Based on 2013 Office of the Commissioner of Insurance market share statistics
 
What We Offer  

We offer excellent career prospects and attractive remuneration package to the right candidates.


                        Description   Role and Responsibilities Manage a team of customer care associates to provide professional customer services via livechat, email and letters and ensure compliance with operational guideline,  regulatory requirements and business strategy Motivate the team to achieve departmental KPIs in a timely and professional manner Monitor contact traffic and arrange adequate workforce level to meet SLA Handle complicated cases and customer complaints escalated by customer care associates Resolve potential complaints proactively through service recovery and implementation of remedy action Provide coaching and arrange necessary training e.g. product knowledge...