AXA

Health Call Centre Manager

AXA
Full Time
Lead (more than 10 years)
Bachelor
English, Cantonese, Mandarin (Putonghua)

Job Description

Health Call Centre Manager

Location: HONG KONG

  • Supervise the call centre on day-to-day activities to provide professional advice on group medical and health product and deliver good customer experience
  • Implement plan to drive for result and improvement
  • Handle level 2 (complicated / escalated) enquiries from customers
  • Handle complaints from customers
  • Resolve the case straight away if it is within own authority
  • Work and communicate closely with processing team to improve service recovery process
  • Monitor and achieve team’s KPI and SLA and drive for improvement
  • Monitor and maintain high service quality of the team by quality assessment and regular customer service training, etc
  • Initiate staff engagement and training
  • Involve resources planning, cross team support and coaching
  • Involve in ad hoc projects

Qualifications

  • University graduate or above
  • At least 10 years’ working experience, with 5 years solid experience in managerial role
  • Strong customer service and communication skills to handle complicated and complex enquiries
  • Result-oriented, self-motivated, patient, cheerful and positive,
  • High emotional maturity and able to work under pressure
  • Excellent command of both written and spoken English and Chinese, Mandarin is an advantage

Technical Skills

  • Complaint Handling
  • Customer Service
  • Training