Senior Customer Care Consultant (call-centre)

Job Accountabilities

• Handle inbound customer enquiries through phone, email, live chat and other digital channels for General Insurance products
• Resolve customer issues and complaints efficiently while ensuring a positive customer experience
• Liaise with internal stakeholders and different parties to ensure timely resolution of customer requests
• Maintain service quality standards and comply with regulatory and internal control requirements
• Assist in coaching and guiding junior team members and sharing best practices
• Participate in service improvement projects, digital initiatives and process enhancement activities
• Contribute to achieving team service level agreements, quality standards and operational targets

Job Qualifications

• Minimum 5 years of customer service / contact centre / insurance operations experience
• Experience within General Insurance is highly preferred
• IIQE Qualification is required
• Solid knowledge of General Insurance products, including Motor, Home, Travel, etc. is an advantage
• Ability to handle challenging customer situations professionally and empathetically
• Strong communication and interpersonal skills
• Good command of spoken and written English and Chinese (i.e. Cantonese and Mandarin)

Why Zurich

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? 

We are an equal opportunity employer who knows that each employee is unique - that’s what makes our team so great! 
Join us as we constantly explore new ways to protect our customers and the planet.
 

• Location(s):  HK - Hong Kong 
• Remote working: No