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Customer Service, Assistant Manager
Bowtie Life Insurance CompanyCustomer Service Assistant Manager leading customer service teams at Bowtie, a virtual insurer in Hong Kong. Resolving queries, training staff, and improving service quality in a fast-paced environment.
About the role
Key responsibilities & impact- Assist the Customer Service Manager in leading and managing a team of customer service representatives, setting performance goals, and monitoring progress.
- Handle and resolve customer queries in a timely, efficient & professional manner.
- Provide training to newly onboarded staff to meet the team's internal standards.
- Perform quality assurance audits and providing coaching to team members to ensure a high standard of customer service.
- Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement necessary changes.
- Investigate and handle customer complaints/ regulatory complaints in accordance with the regulatory requirements and internal policies and procedures.
- Collaborate with other departments, such as underwriting, claims, and sales, to resolve customer issues and improve cross-functional communication.
- Participate in the development of new products and services, and provide input on product design and pricing.
- Develop and maintain standard operating procedures (SOPs) for the customer service department, ensuring compliance with company policies and regulatory requirements.
- Participate in the recruitment and selection process for new customer service representatives, as needed.
- Prepare reports on customer service performance and complaints for senior management.
- Perform other duties as assigned by the Customer Service Manager.
Requirements
What you’ll need- Bachelor's degree in Business Administration, Insurance, or a related field
- A minimum of 4 years of experience in Customer Service in the Insurance industry
- At least 2 years of experience in a leadership or supervisory role
- Strong interpersonal and communication skills, both written and verbal, in Cantonese and English
- Demonstrated ability to manage and motivate teams and individuals
- Strong problem-solving and critical-thinking skills
- Knowledge of insurance products, policies, and regulations
- Willingness to obtain relevant insurance certifications or licenses, as required.
Benefits
Comp & perks- Competitive package
- Flexible working hours
- Benefits include medical/ dental coverage and wellness programs
- Fun, co-operative, and flexible startup culture
- Weekly sharing sessions and regular social gatherings
- Excellent learning opportunities with Professional Development Sponsorship
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
quality assuranceperformance monitoringKPI analysiscustomer complaint resolutionstandard operating proceduresproduct developmentreport preparationtraining and onboarding
Soft Skills
leadershipinterpersonal skillscommunication skillsproblem-solvingcritical thinkingteam managementmotivation
Certifications
Bachelor's degreeinsurance certifications