Customer Services Officer

In this position you will.…

provide a full spectrum of customer service and manage customer complaints. 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.

You will be responsible for…

Contact Centre Support

• Handle inbound calls, outbound calls, live chat and email from customers in a timely and professional manner.
• Handle customer complaints and ensures a smooth, effective complaints process, from initial receipt to resolution.
• Handle customer enquiries and service requests.
• Performing other ad-hoc assignments which may be assigned as and when required.

Service Request Handling/Processing

• Review and process service request efficiently, ensuring accurate and timely handling
• Handle cases related to litigation and direct settlement.

• Communicate with customers and service providers to gather necessary information and resolve service request related issues.
   

For you to be successful…

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.
   

You will require the following qualifications and skills

• Tertiary education with 2-4 years of customer services experience
• Proficiency in MS Office (Word and Excel)
• 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.