What the role is?

Manage the daily performance of the complaints and correspondence team to deliver exceptional service, consistently meeting or exceeding KPIs and service standards.
Handle complaints in a constructive and positive manner, ensuring compliance with regulatory and company procedures.
Maintain accurate records and document all activities and discussions related to complaint handling.
Take ownership of customer issues and ensure they are resolved effectively.
Identify significant or sensitive issues, potential threats, or fraud that require immediate attention, and escalate them to management or relevant parties for follow-up.
Serve as the primary contact between the company and regulators regarding complaint handling.
Recruit, mentor, and develop customer service officers, fostering an environment that encourages excellence through support and empowerment.
Manage resources effectively to achieve both qualitative and quantitative targets.

What we look for?

Bachelor’s degree in a relevant field.
Minimum of 5 years of experience in the insurance or finance industry, with a solid background in insurance operations and complaint management.
Excellent written and verbal communication skills in English, Cantonese, and Mandarin, with the ability to engage effectively with staff at all levels.
Strong ability to influence and motivate team members to achieve business goals.
Good understanding of management practices and techniques.

Write to us with your resume, expected salary and contact phone numbers to: Human Resources Department, Chow Tai Fook Life Insurance Company Limited, 15/F NEO, 123 Hoi Bun Road, Kwun Tong, Kowloon or fax to 2836-5365 or click #Apply-Now#.

Please visit our Website at https://www.ctflife.com.hk/ for Company information.

Personal Information Collection Statement

At Chow Tai Fook Life Insurance Company Limited (“the Company") we respect the privacy of your personal data and are committed to fully complying with the Personal Data (Privacy) Ordinance (“the Ordinance").

The personal data that we collect and/or hold (whether contained in this application form or otherwise obtained) includes your personal details, contact information, education and training details, employment details, financial details, and information on your social circumstances.

Provision of personal data by you is mandatory for selection purposes. Personal data collected through this application will be used by the Company to assess your suitability to assume the job duties of the position for which you have applied. The Company may not be able to process your application if you fail to provide your personal data.

Applicants not contacted within four weeks after the interview / test may consider their application unsuccessful. The information provided will be kept for 2 years for consideration of other suitable posts.

Assistant Manager, Customer Services (Complaint Resolution)