Customer Services Officer

bolttech is an international insurtech with a mission to build the world’s leading, technology-enabled ecosystem for protection and insurance. With a full suite of digital and data-driven capabilities, bolttech powers connections between insurers, distributors, and customers to make it easier and more efficient to buy and sell insurance.

Part of Pacific Century Group, bolttech operates in numerous markets across Asia, Europe and the United States.

…provide a full spectrum of customer service for SME customers for new and/or renewal business primarily in consumer insurance lines. It is crucial for you to deliver first-class customer service to our customers and insurance partners. You will ensure any customer queries, issues and complaints are resolved in a timely and professional manner.

Broker support

• Partnering with insurers to assess and address insurance needs of new customers. You will handle quotation, terms negotiation, cost comparison, placement, post-sales documentation, and administrative processes including claims or endorsements promptly and accurately.
• Reviewing current coverage, renewal dates and regulatory and contractual insurance requirements for existing customers. Advising on appropriate coverage, conducting renewal insurance comparisons, and negotiating on premium, terms and conditions on behalf of the customer.
• Maintaining accurate records of client interactions, insurance policies, and sales activities in accordance with IA’s requirements.
• Maintaining good relationship with customers and insurers to drive a high renewal retention rate.

Contact Centre Support to Device Protection business

• Handling inbound calls, outbound calls, live chat and email from customers in a timely and professional manner.
• Assisting the Customer Services Manager in data collection, consolidation and preparation of regular reports.
• Performing other ad-hoc assignments which may be assigned as and when required.

…we expect you to be able to demonstrate the following key competencies:

Impactful

• Has a clear understanding of team’s objectives and aligns efforts to these.
• Empowered to be quick to act and take steps to address issues.
• Maintains commitment to achieving goals in the face of obstacles.

Customer focus

• Understands the importance of customer feedback and appreciates their points of view.
• Demonstrates a customer centric mindset by prioritizing customer needs and addressing concerns with a sense of urgency.
• Aware of the benefits of offering different service solutions to a diversity of customers and helps support adoption.

Collaborative

• Offers support and contributes to the delivery of shared goals. Displays loyalty and trust to team.
• Co-operates with team members to resolve problems and achieve goals.
• Listens, encourages, and is respectful of others when working together.

Communication

• Communicates clearly and actively listens to others.
• Provides others with information they need in a timely manner.
• Communication is specific and fact based using a style appropriate for the audience.

• Tertiary education with 1-2 years of customer services experience in the insurance industry, preferably from insurance broker.
• Fundamental knowledge of general insurance products particularly motor, travel and home insurance.
• Passed IIQE Paper 1 & 2 or other qualifications which will be accepted by HKIA for license registration.
• Strong customer service mindset with a desire to go extra mile to foster positive customer experience.
• Excellent communication and problem-solving skills.
• Good command of spoken and written English and Chinese.