Customer Service Support Team Lead

Summary of the Role

Apart from achieving the service targets, manage the best-in-class customer servicing team to support the members in both benefit enquiry stage and pre-claim journey

List of Duties

1. Handle enquiries through phone/live chat and provide extra-ordinary service to our customers in a professional and timely manner

2. Make appropriate recommendations to meet customers expectation

3. Collaborate with Managers and allocate adequate resources and support to achieve the service target, including both service quality and service level.

4. Prepare on the rostering to ensure effective resource allocation throughout the month.

5. Provide guidance and support to facilitate team members in service delivery and daily operations, resolve complex member enquiries and handle complaints escalated from team members

Desired Professional Experience

1. With 5 - 8 years of CS experience in insurance or financial industry, including 3 years of supervisory experience

2. Good knowledge of Healthcare and medical insurance product

3. Good communication skills and professional telephone manner

4. Strong sense of responsibility with high level of integrity and trust

5. Strong analytical, presentation and problem-solving capability

6. Proven strong collaboration skill with internal department

Chinese Language Requirement

Reading: Proficient

Writing: Proficient

Speaking: Proficient

Chinese and Cantonese language proficiency required as role will involve dealing with customer instantly and majority of the callers would be Cantonese speaking