Customer Service, Assistant Manager (More than 1 opening)

Role Summary

Bowtie’s mission is to make insurance good again and our vision is to build a category-defining health insurance company.

We are a multi-award-winning virtual insurer with a flexible, collaborative startup environment. To facilitate our increasing customer base, we are looking for a professional and customer-centric individual to join our growing team and help us as we continue to deliver the best service and experience to our customers.

About the Role

You will be working in a fast-paced organization that promotes cross-functional collaboration.

Your Key Responsibilities Include:

• Assist the Customer Service Manager in leading and managing a team of customer service representatives, setting performance goals, and monitoring progress.
• Handle and resolve customer queries in a timely, efficient & professional manner.
• Provide training to newly onboarded staff to meet the team's internal standards
• Perform quality assurance audits and providing coaching to team members to ensure a high standard of customer service
• Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement necessary changes.
• Investigate and handle customer complaints/ regulatory complaints in accordance with the regulatory requirements and internal policies and procedures
• Collaborate with other departments, such as underwriting, claims, and sales, to resolve customer issues and improve cross-functional communication.
• Participate in the development of new products and services, and provide input on product design and pricing.
• Develop and maintain standard operating procedures (SOPs) for the customer service department, ensuring compliance with company policies and regulatory requirements.
• Participate in the recruitment and selection process for new customer service representatives, as needed.
• Prepare reports on customer service performance and complaints for senior management.
• Perform other duties as assigned by the Customer Service Manager.

About you

• Bachelor's degree in Business Administration, Insurance, or a related field.

• A minimum of 4 years of experience in Customer Service in the Insurance industry.

• At least 2 years of experience in a leadership or supervisory role.

• Strong interpersonal and communication skills, both written and verbal, in Cantonese and English

• Demonstrated ability to manage and motivate teams and individuals.

• Strong problem-solving and critical-thinking skills.

• Knowledge of insurance products, policies, and regulations.

• Willingness to obtain relevant insurance certifications or licenses, as required.

We Offer

Apart from a great career path and an opportunity to do good and do well, we also offer:

• Competitive package
• Flexible working hours
• Benefits include medical/ dental coverage and wellness programs
• Fun, co-operative, and flexible startup culture
• Weekly sharing sessions and regular social gatherings
• Excellent learning opportunities with Professional Development Sponsorship

About Bowtie

We are the first licensed virtual insurer (虛擬保險公司) in Hong Kong.

We believe that insurance is fundamentally good, and we are here to bring the good back through our passionate, innovative, and customer-centric team. 

By combining our deep domain expertise and our own proprietary modern technology, we are building one of the most iconic, category-defining health insurance companies in Asia.

We take pride in moving fast all the time and our track record in moving ahead in the game. Our digital insurance platform is also ranked #2 in the world in Sia Partners' 2023 report.

As we grow, we're always looking for highly dynamic, hands-on, and passionate talent to join our team. If you are looking for a rewarding career where you will grow together with strong talents from different backgrounds and build products and services that bring a positive impact on the lives of millions of people in Hong Kong / Asia, apply to our opening today!

Information collected will be treated in strict confidence and used solely for recruitment purposes.

The company will retain all applications no longer than 24 months of which will be destroyed thereafter.

We are an equal-opportunity employer. We do not discriminate on the basis of race, sex, disability, or family status in the employment process.