Senior Customer Service Specialist (Based in Hong Kong)

Job Description:

This remote role requires excellent communication skills, attention to detail, and a strong commitment to customer satisfaction.

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Key Responsibilities:

• Handle inbound calls, emails, and chat inquiries from customers regarding insurance products and services.
• Provide accurate information related to policy coverage, claims processes, premium payments, and renewals.
• Assist customers with troubleshooting, issue resolution, and follow-up on outstanding service requests.
• Ensure each interaction reflects professionalism, empathy, and adherence to quality standards.
• Maintain detailed and accurate records of customer interactions in CRM or call center systems.
• Collaborate with internal teams (claims, underwriting, billing) to resolve complex cases promptly.
• Meet individual KPIs and team SLAs including response time, customer satisfaction scores, and first-call resolution.

Requirements:

• Minimum Diploma in Business or equivalent
• Minimum 5 years of experience in a call center or customer support role, preferably in the insurance or financial services industry.
• Willingness to relocate to Hong Kong. Those who are currently based in Hong Kong is an added advantage.
• Strong verbal and written communication skills in English and Chinese are preferred.
• Familiarity with insurance products and terminology is highly desirable.
• Proficiency in CRM tools and basic tech troubleshooting (remote work setup).
• Ability to work independently and manage time efficiently in a remote environment.
• Flexibility to work on rotational shifts, weekends, or public holidays if required.

EA Licence No: 23S1615