Manager/ Assistant Manager, Customer Engagement (24/7 Shift)

The Job

  • Lead a 24/7 Call Centre Team and responsible for daily operation to ensure team achievement in optimal service level and standard
  • Manage customer/ advisor’ enquires, feedback and complaints
  • Identify area of improvements to increase customer satisfaction and minimize complaints
  • Ensure the operation process and team activities are in compliance with the internal guidelines, legal and regulatory requirements
  • Ensure outstanding customer experience and deliver results through leading and review of all processes
  • Conduct periodic review, prepare statistics/management reports and set goals of Call Centre align with the company’s development strategy and mission
  • Provide coaching, on-job training and drive the team to achieve departmental target
  • Work with internal departments to promote service, and take affirmative corrective action to improve service quality to meet client satisfaction
  • Serve as Night Shift backup at Service Center if necessary
  • Participate in and handle ad hoc projects

The Person

  • University graduate in any disciplines
  • 5-8 years' experience in managing Customer Servicing / Hotline Service
  • Good understanding of market trend in Life insurance industry, with sound knowledge of life Insurance products is an advantage
  • LOMA or equivalent designation is preferred
  • Fluent in spoken English, Mandarin & Cantonese is a MUST
  • Strong writing in English and presentation techniques are essential
  • Excellent people management, interpersonal and communication skills
  • Customer-oriented with professional and passion to provide excellent service
  • Candidate with more experience will be considered for the position of Manager

We offer 20-22 days annual leaves, excellent learning & development opportunities and an attractive package to the right candidate. Interested parties please send your full resume with current & expected salary, education and working experience to Human Resources Department (1/F FWD Financial Centre, 308 Des Voeux Road Central, Hong Kong) or email to or fax to 28503838.

Information collected will be treated in strict confidence and used solely for recruitment purpose. The company will retain all applications no longer than 24 months of which will be destroyed thereafter. When there are vacancies in any of our subsidiaries, holding companies, associated or affiliated companies of, or companies controlled by, or under common control with the Company during that period, we may transfer your application to them for consideration of employment. We are an equal opportunity employer. We do not discriminate on the basis of race, sex, disability or family status in employment process.