Senior Customer Care Associate

The role

This person will handle regulatory complaints and address escalated customer queries. They will conduct quality assurance audits, provide coaching, and analyze customer feedback to recommend improvements.

What you will do

• Handle regulatory complaints and ensure adherence to industry standards.
• Address escalated customer queries from all service teams.
• Conduct quality assurance audits to monitor service performance.
• Provide coaching to service team members.
• Collect and analyze customer feedback on dissatisfaction and complaints.
• Consolidate data into reports to identify trends and recommend improvements.
• Provide support to Customer service, Claims, Policy Administration, and Product/Project Management.
• Facilitate communication and collaboration to ensure smooth operations.
• Handle assigned tasks and ad-hoc duties.
• Support management in coordinating team efforts and streamlining processes.

Required qualifications

• High school certification or above
• IIQE Paper 1 and 2 Certificates
• 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

Nice to have

• bachelor’s degree is a plus
• 2-3 years of experience with the general insurance industry is preferred

Benefits

• 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

Before you apply

• Submit your resume with date of availability and expected salary

About the company

aift