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Senior CS Officer (group medical) (Up to 31k)Gravitas Recruitment Group
  • Others
  • HK$25,000 - 30,000 /month
  • Posted on 27 Jun 2019
Senior CS Officer (group medical) (Up to 31k)Gravitas Recruitment Group
Job Highlights
  • 5-day work in multinational environment & company
  • Handle group medical enquiries
  • Regional office exposure
Job Description

Critical Tasks and Expected Contributions / Results

· Liaise with various internal teams and external parties to fulfil customers' requests

· Process escalated cases such as complaints or special requests from team members or vendors

· Support the click-to-chat function by answering queries from our customers on group and individual policy queries

· Face-to-face contact with customers to handle feedback, service requests and complaints

· Provide administrative support including reports and correspondences

· Act as a back-up to receptionist

· Assist in the UAT on development of customer Portal and customer service project

Key Challenges / Anticipated Changes in Environment

· Process becomes increasingly paperless and digitalized

· Launch of products, services and platforms to align with the direction of digitalization

· Synergize with the corporate direction of greater agility in terms of duties and work locations

Roadblocks to Success

· Resistance to change

· Difficulty to adopt the trend of digitalization

· Static mindset and non-customer centric

Current State of Business / Organization / Operation

· Existing CS staff provides backup to each other in case of leave and lunch time. Flexible mindset in terms of duties is crucial

· New and enhanced systems are in progress to align with the corporate strategy of digitalization. The candidate should pose the willingness to learn and flexibility to change

Additional Information
Years of Experience
3 years
Employment Type
Full Time, Permanent
Company details
Our client is a well known insurance group, to cope with the rapid expansion of customers, they are looking for a senior customer service officer.