Customer Services Manager-China Life Trustees Limited

Responsibilities:

• Deliver quality services to resolve customer enquiries and complaints in professional manner
• Take immediate actions towards potential customer’s complaint and provide constructive advices for continuous improvement
• Consolidate customers' feedback from all channels and prepare regular investigation reports on Customer Satisfaction for management review
• Prepare training materials and guidelines as well as deliver training to the team on job knowledge and customer service skills
• Review and enhance service processes and coordinate ad hoc projects relating to improvement of the quality and productivity of the team, as well as quality monitoring
• Foster a culture of continuous improvement and innovation within the customer service function.
• Explore opportunities to integrate AI tools to digitalize the process to enhance performance and the customer service operations.
• Perform other ad-hoc tasks as required

Required Qualifications:

• Minimum 5-year of relevant working experience in pension business or customer services sector, in which 2-year at supervisory level. 
• Customer-obsessed, determined, detail-oriented and a good team player
• Solid people management experience, track record of setting up or transforming customer service team is preferred
• A good team player while able to work professionally under minimal supervision, self-driven and able to establish proactive and ownership mindset in the customer service team.
• Fluent in both spoken and written English, Chinese and Mandarin