Hybrid Customer Service, Assistant Manager

at Bowtie Life Insurance Company

• Job title: Customer Service, Assistant Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Hong Kong

About the role

• Customer 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.

Responsibilities

• 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

• 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

• 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