Cigna Assistant Manager, Customer Service in Kwun Tong, Hong Kong
The incumbent will be responsible for performing various customer service functions through inbound / outbound /face-to-face activities. The successful candidate should be analytical-minded and dedicated in a customer-focused career with strong desire for development in insurance field.
Manage the operations of customer service delivered in various platforms including inbound and outbound calls, walk-in customers and live chat.
Efficiently plan resources and assign tasks to accomplish target Key Performance Indicators (KPI)
Monitor and improve individual’s performance to maximize overall operational efficiency and productivity
Identify and implement opportunities for improvement in services to strengthen Cigna’s edge as a customer-centric health and well-being partner
Oversee efficiency and quality of services delivered by external service providers to meet the agreed service level
Act as the team’s representative to participate operational and system projects including changing in operating model and systems
Participate operational and systems projects throughout project lifecycle including user requirement gathering, UAT and post-implementation review
Produce regular management report and ad-hoc analytics for performance evaluation and improvement
Degree holder with at least 6-8 years’ customer service experience for Life & Medical Product in call centre, preferably in insurance / banking industry
Form (Grade E or above in 5 subjects, including Chinese or English and Mathematics) or equivalent
IIQE Paper 1, 2, 3 & 5 is required or fulfill the IIQE requirement is also considered
Experience in handling Employee Benefits / Group Operations Hotline is preferred
Experience in delivering service through digital platform will be an advantage
Proficiency in English and Chinese Word Processing is a must
Strong customer-oriented mindset with excellent communication and interpersonal skills
Excellent team player, independent, diligent and responsible, with a positive attitude under pressure
Familiar with various MS Office applications including Word and Excel
Excellent in English, Cantonese and Mandarin with a friendly and helpful tone
Confident in providing excellent customer service
Shift duty is required (Weekday till 9 pm, Weekend and public holiday till 6 pm)
Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you’ll enjoy meaningful career experiences that enrich people’s lives. What difference will you make?