Senior Customer Care Associate

About this role

What you’ll be doing?

• Handle regulatory complaints, ensuring adherence to industry standards and requirements. Address escalated customer queries from all service teams in a professional manner, using tactful customer service skills to resolve issues effectively.

• Conduct quality assurance audits to monitor service performance. Provide coaching to all service teams’ members to uphold high standards of customer service.

• Collect and analyze customer feedback on dissatisfaction and complaints. Consolidate data into reports to identify trends and recommend improvements to company products and services.

• Provide support to various departments, including Customer service, Claims, Policy Administration, and Product/Project Management. Facilitate communication and collaboration to ensure smooth operations and achieve company goals.

• Handle assigned tasks and ad-hoc duties as required. Support management in coordinating team efforts, streamlining processes, and maintaining efficient operations.

Who are we looking for?

• High school certification or above, bachelor’s degree is a plus.

• 2-3 years of experience with the general insurance industry is preferred

• IIQE Paper 1 and 2 Certificates is required

• Passion for providing Customer Service (empathy, patience, friendliness, positive attitude, proactivity)

• Excellent communication in verbal and written form (Both English and Chinese)

• Excellent typing skills in both English and Traditional Chinese

• Excellent organization and time management skills

• Ability to navigate through multiple computer applications with speed and accuracy

• Ability to work independently, take direction, and prioritize accordingly

• Ability to work cross-functionally in a fast-paced environment

• Highly self-motivated, organized, and a team player

• Willingness and ability to operate in a team environment

Why You Should Consider This Opportunity

We offer a competitive remuneration package with attractive fringe benefits, including:

• 5-day work week

• Performance bonus

• 20 days of annual leave

• Leave for birthdays, marriage, parental needs, and new pets

• Medical insurance

• A flat organizational structure

• A vibrant and energetic team

• Shift allowances

• Comprehensive training

• Flexible work-from-home options

Ready to join us? Apply now to submit your resume with date of availability and expected salary to us!