Senior Officer, Customer Care Management

Full-time
Intermediate (3-6 years)

Posted 

Technical Skills

  • Customer Service
  • Digital Marketing
  • Marketing
  • PR
  • Training

Job Description

Senior Officer, Customer Care Management

Location: HONG KONG

  • Participate in the development of AI-enabled customer interaction solution such as ChatBot, VoiceBot and MailBot throughout analytical, development, testing and implementation stages
  • Monitor and train AI-enabled servicing platform to improve the performance
  • Drive engagement and create content for AI-enabled servicing platforms, define efficient process for identifying questions using keywords search
  • Work with Contact Centre Team, Service Improvement Team to brainstorm and develop and design conversational dialogue flow, templates and wordings with predefined voice of tone
  • Keep fully up to date with all that is happening within the organization such as New Product Release, Marketing Campaign, Update from Regulator to enrich the content of AI-enabled servicing platforms
  • Perform any ad hoc tasks as assigned

Qualifications

  • 3+ years in a customer service role with proven experience in supporting or solving insurance enquiries, preferrably within a call-centre environment.  
  • Knowledge of life and/or general insurance operations an advantage
  • Ability to understand customer concerns and exposure to a range of different scenarios.
  • Strong passion for technology or digital market trends.
  • Excellent communication in spoken and flawless written English and Cantonese.
  • Degree qualified, preferably in Business, Communication, Translatoin, Marketing Business, New Media, Public Relations, Information Technology or related disciplines.
 
Skills
  • Text editing
  • Copywriting
  • Educating Customer
 
Attributes/Behaviours
  • Willing to learn and a fast learner
  • Logical thinking
  • Problem solver
  • Ability to work in team as well as independently
  • Strong sense of responsibility

Employment TypeFull-time
Career LevelIntermediate (3-6 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