Senior Customer Care Associate at OneDegree

The company is seeking a Senior Customer Care Associate to join their team in Hong Kong. This role involves handling regulatory complaints, addressing escalated customer queries, conducting quality assurance audits, and providing coaching to service team members. The Senior Customer Care Associate will also analyze customer feedback, consolidate data into reports, and support various departments to ensure smooth operations and achieve company goals.

Responsibilities include:

• Handling regulatory complaints and ensuring adherence to industry standards.
• Addressing escalated customer queries from all service teams.
• Conducting quality assurance audits to monitor service performance.
• Providing coaching to all service teams’ members.
• Collecting and analyzing customer feedback on dissatisfaction and complaints.
• Consolidating data into reports to identify trends and recommend improvements.
• Providing support to various departments.
• Handling assigned tasks and ad-hoc duties as required.
• Supporting management in coordinating team efforts.

The ideal candidate will have:

• High school certification or above (bachelor’s degree preferred).
• 2-3 years of experience in the general insurance industry.
• IIQE Paper 1 and 2 Certificates.
• Passion for providing customer service.
• Excellent communication skills in English and Chinese.
• Excellent typing skills in English and Traditional Chinese.
• Excellent organization and time management skills.
• Ability to navigate through multiple computer applications.
• Ability to work independently and prioritize tasks.
• Ability to work cross-functionally in a fast-paced environment.
• Self-motivation and a team-player attitude.

The company offers:

• A competitive remuneration package with attractive fringe benefits.
• 5-day work week
• Performance bonus
• 20 days of annual leave
• Leave for birthdays, marriage, parental needs, and new pets
• Medical insurance
• Flexible work-from-home options