Contact Centre Advisor - HK Region (Non-Voice Channel)
Core
Handle customer inquiries and complaints via telephone, email, or online platforms, providing accurate policy information and service recovery actions.
Role type
Customer service advisor (non-voice channel)
Builds
Customer service interactions and complaint resolution
Domain
Insurance
Deliverable
client delivery
Required skills
Written communication, policy knowledge, complaint resolution, service recovery, operational compliance, cross-functional support
Preferred skills
Insurance qualifications, shift flexibility, overtime availability
Responsibilities
Execute documented procedures and service benchmarks; provide prompt and accurate policy information; handle special requests and complaints tactfully; escalate cases timely; collect customer feedback for continuous improvement; support working partners via job rotation or attachment; perform ad-hoc duties assigned by superiors.