Assistant Customer Care Manager

OneDegree, a Hong Kong-based InsurTech company, is seeking an Assistant Customer Care Manager to join their team. The ideal candidate will have at least 3 years of experience in customer service management, including experience in leading an Omni-Channel customer service operation. The role involves supervising a team of Customer Care Associates, providing training and coaching, and ensuring complex cases are resolved effectively. The company values its employees and offers medical benefits and 20 days of annual leave.

• Supervising a team of Customer Care Associates to provide professional advice and good customer service to customers, conduct service quality assessments to monitor service standards
• Providing training/coaching to ensure members comply with internal & external regulatory requirements and enhance service and productivity
• Ensuring complex cases are resolved effectively in line with company’s policies and procedures
• Establishing and maintaining complaint handling system to track and maintain all information relating to complaint and make appropriate follow up in according to complaint handling policy
• Reviewing customer complaints/feedback and internal workflows/procedures to identify service gaps, and recommend feasible service and system enhancement to exceed customer expectations
• Assisting Sr. Manager to oversee the operation of the customer service function and formulate improvement plan in the management, planning, organizing of the development of the customer care team
• Developing and maintaining resource forecasts to ensure adequate resources are provided for services to perform to the expectations of the customers and in alignment with the business objectives.

• At least 3 years’ solid experience in customer service management including experience in leading an Omni-Channel customer service operation
• Experience in General insurance industry and IIQE paper 1 & 2 licensed
• Experience with the customer service-related technologies and solutions, including CRM, data analytics, management reporting and presentation tools
• Experience in leading service improvement projects, business analysis and process management
• Excellent analytical, organizational and interpersonal skills
• Customer centric, attentive to details and a self-starter
• Ability to manage own work plan and schedule to successfully meet goals with tight deadlines and minimal supervision
• Bachelor’s degree in any discipline