Customer Service Senior Officer

Salary
HK$20000 - HK$32000 per month
Location
Hong Kong
Type
Permanent
Workplace
Hybrid
Published
May 27, 2024
Ref
BBBH148377_1716799073
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Responsibilities:

  • Manage and oversee the daily operations of the medical insurance customer service hotline and email inquiry channels.
  • Provide exceptional customer service to members, clients, and healthcare providers by addressing inquiries, resolving issues, and offering solutions in a timely and professional manner.
  • Develop and implement strategies to enhance customer experience and improve service delivery across all customer touchpoints.
  • Analyze customer feedback, complaints, and inquiries to identify areas for process improvement and implement corrective actions.
  • Collaborate with cross-functional teams (e.g., claims, underwriting, billing) to ensure seamless coordination and resolution of customer issues.
  • Monitor and evaluate the performance of the customer service team, including handling times, first-call resolution rates, and customer satisfaction scores.
  • Provide coaching, training, and mentorship to customer service representatives to enhance their skills and knowledge of medical insurance products and processes.
  • Ensure compliance with internal policies, procedures, and regulatory requirements in all customer interactions.
  • Generate detailed reports and analytics to provide insights and recommendations to management for decision-making.
  • Stay up to date with industry trends, changes in regulations, and best practices in customer service to continuously improve service delivery.

Requirements:

  • Bachelor's degree in Business Administration, Communications, or a related field.
  • Minimum 5 years of experience in a customer service role, preferably in the medical insurance or healthcare industry.
  • Thorough understanding of medical insurance products, policies, and claims processing.
  • Excellent verbal and written communication skills, with the ability to explain complex information to customers in a clear and concise manner.
  • Strong problem-solving and decision-making skills, with the ability to analyze and resolve customer issues effectively.
  • Proficient in using customer relationship management (CRM) systems
  • Exceptional interpersonal and leadership skills, with the ability to motivate and manage a team of customer service representatives.
  • Demonstrated ability to work collaboratively with cross-functional teams and build strong relationships with internal and external stakeholders.
  • Flexible and adaptable, with the ability to thrive in a fast-paced, dynamic environment.
  • Commitment to providing exceptional customer service and a genuine desire to help customers.

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