Description

Summary:

Apart from achieving the service targets, manage the best-in-class customer servicing team to support the members in both benefit enquiry stage and pre-claim journey.

List of Duties:

Handle enquiries through phone/live chat and provide extra-ordinary service to our customers in a professional and timely manner

Make appropriate recommendations to meet customers' expectation

Collaborate with Managers and allocate adequate resources and support to achieve the service target, including both service quality and service level.

Prepare on the rostering to ensure effective resource allocation throughout the month.

Provide guidance and support to facilitate team memebers in service delivery and daily operations, resolve complex member enquiries and handle complaints escalated from team memebers.

Professional experience:

With 3+ years of CS experience in insurance or financial industry, including 3 years of supervisory experience

Good knowledge of healthcare and medical insurance product

Good communication skills and professional telephone manner

Strong sense of responsibility with high level of integrity and trust

Strong analytical, presentation and problem-solving capability

Proven strong collaboration skill with internal department