Senior Customer Care Associate

Job description

**What you’ll be doing?** - Handle regulatory complaints, ensuring adherence to industry standards and requirements. Address escalated customer queries from all service teams in a professional manner, using tactful customer service skills to resolve issues effectively. - Conduct quality assurance audits to monitor service performance. Provide coaching to all service teams’ members to uphold high standards of customer service. - Collect and analyze customer feedback on dissatisfaction and complaints. Consolidate data into reports to identify trends and recommend improvements to company products and services. - Provide support to various departments, including Customer service, Claims, Policy Administration, and Product/Project Management. Facilitate communication and collaboration to ensure smooth operations and achieve company goals. - Handle assigned tasks and ad-hoc duties as required. Support management in coordinating team efforts, streamlining processes, and maintaining efficient operations. **Who are we looking for?** - **High school certification or above, bachelor’s degree is a plus**. - 2-3 years of experience with the general insurance industry is preferred - **IIQE Paper 1 and 2 Certificates is required** - Passion for providing Customer Service (empathy, patience, friendliness, positive attitude, proactivity) - **Excellent communication in verbal and written form (Both English and Chinese)** - Excellent typing skills in both English and Traditional Chinese - Excellent organization and time management skills - Ability to navigate through multiple computer applications with speed and accuracy - Ability to work independently, take direction, and prioritize accordingly - Ability to work cross-functionally in a fast-paced environment - Highly self-motivated, organized, and a team player - Willingness and ability to operate in a team environment **Why You Should Consider This Opportunity** We offer a competitive remuneration package with attractive fringe benefits, including: - 5-day work week - Performance bonus - 20 days of annual leave - Leave for birthdays, marriage, parental needs, and new pets - Medical insurance - A flat organizational structure - A vibrant and energetic team - Shift allowances - Comprehensive training - Flexible work-from-home options Ready to join us? Apply now to submit your resume with date of availability and expected salary to us!