Team Lead - Customer support (Call Operations - Cantonese Speaker)

Summary:

Be the best-in-class customer service advisor by resolving the customer queries effectively and efficiently in both benefit enquiry stage and pre-claim journey.

List of Duties:

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

Address members’ enquiries effectively and maintain satisfactory quality of customer service

Make appropriate recommendations to meet customers’ expectation

Escalate enquiries, when necessary, in line with internal guidelines

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

Professional Experience:

With 3 - 5 years of CS experience in insurance or financial industry

Good knowledge of healthcare and medical insurance product

Good communication skills and professional telephone manner

Strong sense of responsibility with high level of integrity and trust"

Justification:

To deal with customers instantly and majority of the callers would be Cantonese speaking