Customer Service Senior Officer Group Medical Focused
Customer Service Senior Officer Group Medical Focused
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Job Description
Grow Your Career with Bowtie Customer Service Team
Bowties mission is to make insurance good again and our vision is to build a categorydefining health insurance company.
At Bowtie our customer service team is the bridge between our customers and the organization to our customers you are the first point of contact and a trusted advisor; at Bowtie you are the champion for our customers needs!
Compare to traditional organizations we believe that everyone should be heard you will have direct input into and impact on how we work and the flexibility on how to provide the best experience that is compliant with regulations and true to our promises to our customers!
About the Role
You will be working in a fastpaced organization that promotes crossfunctional collaboration to offer worldclass support to our customers and be a trusted advisor to them.
Key Responsibilities:
Your primary responsibilities include the following:
Customers Services
- Handle and resolve clients and partnersqueries through phone anddigital channels (live chat email) in a timely efficient & professional manner
- Liaise and collaborate with other related business units to resolve customer queries
- Provide crossdepartment assistance and support as necessary
- Provide daily support to the supervisor and participate in ad hoc projects.
Gatekeeping and Quality Control
- Ensure accuracy and compliance of all requests to be completed with good quality standards
Investigation and Team Development
- Perform firstlevel investigations to identify the root cause and case owners propose solutions for case resolution and provide constructive advice for continuous improvement
Policy Admin
- Perform and support basic policy admin tasks
The success of this role will be measured by:
- Customer satisfaction score
- Quality of responses to customers requests
- Efficiency
- Coaching and support to junior team members
- Proper escalation/complaint management
Tools we use:
- Zendesk
About you
We are looking for experienced customeroriented talents with passion patience and a caring attitude whoenjoy solving problems from all backgrounds to join us!
Required qualifications:
- 3 years oftrack record in providing excellent customer services; at least 1 year in group medical or medical insurance
- Prior experience in basic policy administration tasks
- Strong sense of responsibility and high integrity hold yourself to a high standard and be a role model for the other members of the team
- Ability to absorb information and share this back with the team in a simpletounderstand manner whilst simultaneously updating the CS SOP
- HKCEE/DSE or above
- Good command of both spoken and written Cantonese English and Mandarin
- Proven track record as both a team player and an individual contributor mature independent and able to work under pressure
- IIQE license (1 &3) is a must
And the following qualifications are preferred but not essential
- Prior experience in the insurance industry or a regulated industry
We Offer
Apart from a great career path and an opportunity to do good and do well we also offer:
- Indepth and systematic training and 1:1 coaching
- Collaborative flexible and openminded team culture
- Workfromhome arrangement
- Competitive package
- Benefits include medical/ dental coverage and wellness programs
- Weekly sharing sessions and regular social gatherings
- Excellent learning opportunities with Professional Development Sponsorship
About Bowtie
We are the first licensed virtual insurer () in Hong Kong.
We believe that insurance is fundamentally good and we are here to bring the good back through our passionate innovative and customercentric team.
By combining our deep domain expertise and our own proprietary modern technology we are building one of the most iconic categorydefining health insurance companies in Asia.
We take pride in moving fast all the time and our track record in moving ahead in the game. Our digital insurance platformis also ranked #2 in the world inSia Partners 2023 report.
As we grow were always looking for highly dynamic handson and passionate talents who share our values to join our team. If you are looking for a rewarding career where you will grow together with strong talents from different backgrounds and build products and services that bring a positive impact on the lives of millions of people in Hong Kong / Asia apply to our opening today!
Information collected will be treated in strict confidence and used solely for recruitment purposes.
The company will retain all applications no longer than 24 months of which will be destroyed thereafter.
We are an equalopportunity employer. We do not discriminate on the basis of race sex disability or family status in the employment process.
Employment Type
Full Time
