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Assistant Customer Care Manager, Direct Customer

Lead (more than 10 years)


Technical Skills

  • Negotiation
  • Quality Assurance
  • Sales
  • Training

Job Description

Assistant Customer Care Manager, Direct Customer

Location: HONG KONG

  • Assisting Head of Retention and Direct Customer to manage & handle escalated cases, dissatisfaction, soft complaints from clients,
  • brokers and client retention.
  • Assist Head of Retention and Direct Customer to manage soft complaints and dissatisfaction, ensuring the team have been provided
  • with adequate training, adhere to operating guidelines, work within their delegated authorities and meet departmental SLA
  • targets
  • Assist the team in servicing CCC customers and providing product options in achieving cross sell targets
  • Handle and follow up cases escalated by CSOs or sales team
  • Handle complicated / escalated, soft complaints and dissatisfaction from customers
  • Resolve the case straight away if it is within own authority or coordinate with relevant parties if it exceeds own authority
  • Level
  • Provide the foundation process and system training that enables the CSOs to kick off the first call
  • Act as floor coach from time to time
  • Provide inbound and outbound training for direct customers


  • Min. 10 years working experience in insurance or financial industries
  • Good knowledge and experience in training is preferable
  • Solid experience in insurance is preferable
  • Good analytical, negotiation and problem solving skills
  • Excellent written English and Chinese correspondence skill
  • AXA product knowledge (an asset, not a must)
  • Direct sales, sales, or insurance sales experience (a must)

  • Knowledge or experience in running Instant Customer Feedback (a plus not a must)
  • Know how in handling soft or formal complaints (a plus, not a must)
  • Experience in quality assurance or call monitoring (a plus not a must)
  • Confident in training CSO who do not have related job experience. Comfortable conduct training both in classroom or one on one setting (a must)

Employment TypeFull-time
Career LevelLead (more than 10 years)
Education LevelNon-specified
LanguageEnglish, Cantonese
AXAInsurance and Reinsurance

42/F., AXA Tower, Landmark East, 100 How Ming Street, Kwun Tong

directions_walk8 mins walk from Kwun Tong Station