customer care associate (life insurance correspondence)

• Handle customer inquiries from various channels such as live chat, email, and letters in a timely and tactful manner
• Provide accurate information on products and policy services to customers
• Manage and resolve customer complaints and complex cases escalated by Customer Care Associates
• Offer immediate support to team members facing challenges in handling inquiries
• Document all inquiry details in accordance with standard operating procedures
• Maintain and enhance service quality by adhering to established standards and guidelines
• Assist the supervisor in identifying and implementing service improvement initiatives
• Support and participate in User Acceptance Testing (UAT) for system enhancements or changes
• Perform ad hoc tasks as assigned by the supervisor, and support other functions to ensure service continuity

• University degree holder
• With a minimum of 3 years' experience in insurance customer service is preferred
• Knowledge of life insurance is preferred
• Passed IIQE Papers 1, 3, and 5 is preferred
• Candidates with less experience may be considered for the Customer Care Assistant position
• Customer-oriented with a passionate, patient, and caring attitude
• Excellent interpersonal and communication skills
• Proficient in written and spoken English and Chinese; with ability to read and write Traditional and Simplified Chinese is an advantage
• Proficient in Microsoft Office and Chinese word processing
• Accurate typing skills with a minimum speed of 40 wpm (English) and 30 wpm (Chinese)

Randstad