Job Responsibilities

• Lead and motivate the Customer Service Centre(s) team to ensure delivery of high quality results that would improve customer satisfaction, company reputation and standard of fulfilling regulatory requirement. Includes resource management particularly team development, talent pipeline and retention
• Ensure the achievement of Customer Service Centre(s) performance KPIs (wait time, handling time, Customer Satisfaction score, etc) by providing regular monitoring, coaching and training. Provide a MI report and serve as an important tool for communicating the achievements and ongoing projects to the supervisor
• Provide advice and solutions to staff to resolve customer feedback cases thru effective discussion in timely manner
• Assist in identifying service gaps (e.g. addressing inconsistency, inefficiencies, best practices, emerging trends, etc) of each touch point thru collecting teammates’ sharing and feedback and proactively drive relevant departments (e.g. Policy Administration, Claims, Marketing, IT, FIN…etc) to improve customer experience
• Assist in improving operational efficiency and organizational effectiveness by challenging work practices and present opinions and recommendations on changes and initiatives to management
• Motivate and develop staff to build a high morale team so as to deliver top performance and to meet department objectives (e.g. turnover, average team morale score…etc). Establish relationships with Distribution Channels and customers, and fairly balance interests of the company, customer and sales
• Assist department in creating valued added strategy to uplift service quality and to strengthen support to sales channels by implementing new initiatives for the purpose of generating more new business

• University graduate with FLMI & ACS (or equivalent qualification required in Macau)
• Passed IIQE Paper I, III & V (or equivalent license required in Macau)
• 8 years of experience in Customer Service Operations, in which 3 years in supervisory role
• Solid working experience in customer/sales service environment with complaint management exposure
• Strong customer service experience with different distribution channels and customer segments
• Excellent written/spoken Mandarin and good written/spoken Cantonese/English/Portuguese
• Good analytical and problem solving skills
• Able and enjoy to work with people of diverse backgrounds with strong interpersonal skills
• Highly organized self-starter, with the ability to meet tight deadlines
• Able to work independently under pressure and deal with difficult situations in a friendly manner
• Attentive to details
• Positive, pro-active and mature
• Customer focused and result oriented