Job Description

• To handle enquiry from clients / agents / channels to resolve their concerns / queries and share with the team for the experience and knowledge.
• To demonstrate good service practice to CSE.
• To provide recommendation in streamline procedures. 
• Represents the Company as a service provider to all clients / channels  contacting the company by telephone and written correspondence regarding policy information, company procedures, rule and guidelines.
• Interprets the needs/requests of the caller and provides accurate information and explanations. 
• To provide one stop service and solutions to agents / clients with accuracy and professionalism in relation to procedure, payment, underwriting guidelines, completion of formalities that can solve the enquiries and problems.
• Follow up task to ensure clients’ requests are suitably processed to achieve their satisfaction.
• To handle complaint with first priority and make recommendation to resolve the case to the customer’s satisfaction and suggest ways to prevent future happening. 
• To work closely with the Manager to achieve mutual understanding and co-operation within the department and thus creating a harmonious working environment.

• University graduate preferred or matriculated with at least 1-2 year(s) relevant working experience, fresh graduate is also welcome (for customer experience executive). 
• For senior customer experience executive, 2 to 5 years of solid work experience preferably in one or more discipline in life administration on customer service and policy administration / servicing. 
• Fluent in both spoken and written English and Chinese.  Mandarin is a must.
• Require to pass/already passed IIQE (Paper I, III and V), obtain agent license and fulfil CPD program for providing insurance advice to agents / channels / clients
• Good communication and negotiation skills, with thorough understanding of company products and an ability to explain complex information in customer terms. 
• Good service attitude and willing and able to work under pressure.