Customer Care Associate

Job level Entry
Work exp No work experience
Education Diploma / Certificate
Within Hong Kong
Employment type Full Time
Industry Insurance / Pension Funding (MPF)
Job function Insurance > Others
Sales / Business Development / Customer Service > Customer service / Sales Support
Sales / Business Development / Customer Service > Telemarketing / Call Centre
Published On 28/06/2022
ref. 220000G8_58769


  • Handles customer inquiries from different incoming channels e.g. phone, email, digital media etc timely and tactfully
  • Provides customers with accurate product and policy service information
  • Maintains and improves quality results by adhering to standards and guidelines
  • Manages and resolves customer complaints and complex cases escalated from customer care associate
  • Provides immediate support to team members when they encounter difficulties in handling inquiries
  • Documents all inquiry information according to standard operating procedures
  • Performs ad hoc tasks as required by supervisor being a team player to back up other functions for service continuity
  • Assists supervisor to identify and implement improvement initiatives


  • University graduate with at least 3 years customer service experience, preferably in a call centre environment
  • Passed in IIQE Paper 1, 3 and 5 preferred
  • Knowledge of Life and Medical insurance products preferred
  • Customer-oriented with passion, patience and caring attitude
  • Excellent interpersonal and communication skills
  • Proficient in written and spoken English and Chinese. Fluency in Putonghua is a advantage
  • Familiar with MS Word, Excel and Chinese Word Processing