- Conduct outbound calls to customers for service‑related purposes, including but not limited to policy servicing, verification, follow‑ups, and post‑sale calls
- Explain basic policy information, processes, or next steps to customers clearly and professionally
- Follow approved call scripts, guidelines, and compliance requirements during all customer interactions
- Accurately document call outcomes, customer responses, and actions taken in relevant systems
- Identify cases requiring further follow‑up and escalate to relevant teams when necessary
- Handle customer enquiries or objections during outbound calls in a polite and professional manner
- Meet daily call targets, service standards, and quality requirements set by the team
- Support ad‑hoc calling exercises, special projects, or campaigns as assigned by supervisors
- Ensure confidentiality and proper handling of customers’ personal data at all times
- Matriculated or above qualification
- 3 - 10 years of relevant working experience in customer service and insurance industry
- Customer oriented mind-set with a passion to provide excellent service
- Experience in customer service, call center, or outbound calling is preferred
- Experience in insurance or financial services is an advantage
- Comfortable with phone‑based customer interaction and repetitive calling tasks
- Detail‑minded, responsible, and able to follow scripts and procedures accurately
- PC literate in MS Office especially MS excel. Basic computer skills and familiarity with CRM or call logging systems
- Good communication and listening skills
- Proficiency in written and spoken Cantonese, English and Mandarin
- English word processing with 30 words per minute
- Passed IIQE Paper I & III qualification are well regarded