AXA

Assistant CS Manager, Health Call Centre

AXA
Full Time
Quarry Bay
Non-specified
Senior (6-10 years)
Bachelor
English, Cantonese

Job Description

Assistant CS Manager, Health Call Centre

Location: HONG KONG-HONG KONG-HONG KONG

  • Assist Service Excellence Manager to enhance the overall competencies of individual CSOs by designing and conducting training programs that will boost staff performance. 
  • Identity training needs by evaluating strengths and weaknesses. 
  • Translate requirements into trainings that will assist individual CSO to improve the overall service standard. 
  • Build and deliver coaching program according to regional standard. 
  • Assess training effectiveness to ensure incorporation of taught skills and techniques into work behavior. 
  • Periodically evaluate ongoing programs according to business needs.
  • Stay aware of the new trends in market and tools in staff coaching and development.
  • Involve in daily call centre operation SUCH as handling incoming calls, managing soft complaints and escalated cases, collaborating with different departments to meet our SLAs 
  • Achieve team's KPI and drive for improvement

Qualifications

  • Min. 8 years working experience in insurance or financial industries 
  • Bachelor degree holder 
  • Proven experience and knowledge on coaching 
  • Proven ability to master the full training cycle 
  • Good knowledge and experience in customer service 
  • Familiarity with traditional and modern training methods and tools will be an advantage 
  • Solid experience in insurance is preferable 
  • Good analytical, negotiation and problem solving skills 
  • Excellent spoken and written English and Chinese


Technical Skills

  • Customer Service
  • Teaching
  • Training
  • Translation