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Urgent! Specialist, Client Service Delivery Career Opportunity with Sun Life in Hong Kong

Specialist, Client Service Delivery



Job description

Job Description

:

Manage the daily floor operations of call center and supervise hotline team to achieve set target both on quality & productivity.

Work with client complaint team to manage client complaint handling and provide input for service improvement and risk avoidance.
 

​Responsibilities 

  • Responsible for ensuring that all Client Services activity is managed within agreed service level and turn-around-time (TAT) and to a high standard of service quality.

  • Deliver quality client service and handle enquires or complaints through letters, telephone calls and emails, meeting targets set for speed, accuracy, quality, clarify and empathy, with minimal supervision.

  • Act as a key contact point for both internal and external customers and provide day-to-day administrative supports

  • At all times taking full ownership of any issues and enquiries.

  • Collect feedback and reflect customer needs and expectations to the Company.

  • Reviews reports and discusses team performance, achievements and opportunities with CS Manager and department head

  • Acts as a trainer in client service staff training, shares experiences on complicated inquiries/complaints and offers solutions to eliminate future calls

  • Back up correspondence activities during peak periods and recommends work schedule and staffing

  • Perform ad-hoc projects as required


  • Requirements

  • University graduated in any discipline with IA license in paper 1, 3 & 5 pass

  • At least 5 years in Client Service of which 2 – 3 years are at supervisory level with good knowledge in insurance industry

  • Good knowledge of insurance and financial services

  • Competent knowledge in customer service functions

  • In-depth knowledge of insurance principles and terminology

  • Competent PC knowledge, includes Excel, Word, PowerPoint and Access and Chinese Word Processing

  • Good spoken of English and Mandarin

  • Senior offer to be offered for less experienced candidate

  • We offer attractive salary, MPF, group life and group medical insurance; and excellent career development opportunities to the right candidate.
     

    We are an equal opportunity employer and welcome applications from all qualified candidates.

    Application forms and resume will be kept for a period of 24 months after completion of the recruitment process.

    (All information will be held in strict confidence and only be used for recruitment purpose).

    Job Category:

    Customer Service / Operations

    Posting End Date:

    29/12/2025


    Required Skill Profession

    Information And Record Clerks



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