Responsibilities
- Conduct compliant outbound calls for policy servicing, verification, and service follow-ups
- Explain policy details, process steps, and requirements clearly to clients and advisors
- Document call outcomes, customer responses, and follow-up actions accurately in CRM systems
- Resolve customer enquiries or objections professionally while following approved call scripts
- Escalate complex cases to internal teams and support special campaign initiatives
- Achieve daily call volume targets, quality assurance standards, and turnaround time KPIs
- Matriculated education level or above with 3 to 10 years of customer service experience
- Background in call center operations, outbound communications, or the insurance industry
- Proficiency in spoken and written Cantonese, English, and Mandarin
- Sound knowledge of MS Office tools, CRM navigation, and English typing (30+ wpm)
- IIQE (Papers I, II, III, V) or LOMA certifications highly regarded
- Strong communication skills with a detail-oriented, customer-centric approach