(Senior) Customer Retention Officer

Shift: Day Job

Schedule: Full-time

Responsibilities:

Responsible for contacting the existing customers to identify the reasons of policy termination and lapsation and provide feasible solutions to retain the policies (No cold call is required)

Provide follow up services to customers for policy retention such as explaining the plan feature, informing about the policy notification, and providing guidance on policy changes

Resolve customers’ enquiries including soft complaints and escalated from CCA in a timely and professional manner

Meet service turnaround time and achieve Team monthly & yearly KPIs

Adhere to company standards and guidelines to deliver quality service and provide recommendations for workflow and procedure improvement

Enhance job knowledge through participating in training courses

Perform other support duties as assigned

Requirements:

Post-Secondary with customer service experience

Candidates familiar with bank or Insurance background is an advantage

IIQE License 1, 3 & 5 preferred

Good spoken and written in both English and Chinese (Mandarin and Cantonese)

Good team player

Customer-oriented with passion, patience, and caring attitude

Good interpersonal and communication skills

Good Computer Literacy

Fresh graduates are welcome