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.

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.

Customer Service, Assistant Manager

Key skills