Customer Service Officer

In this position you will....

Provide a full spectrum of customer service and manage customer complaints. It is crucial for you to deliver first-class customer service to our customers and insurance partners. You will ensure any customer queries, issues and complaints are resolved in a timely and professional manner.

 

You will be responsible for…

Contact Centre Support

• Handle inbound calls, outbound calls and email from customers in a timely and professional manner.
• Handle customer enquiries and service requests and provide accurate, satisfactory answers to their queries and concerns
• Handle customer complaints and ensures a smooth, effective complaints process, from initial receipt to resolution. 
• Performing other ad-hoc assignments which may be assigned as and when required.

Service Request Handling/Processing

• Review and process service request efficiently, ensuring accurate and timely handling 
• Determine the follow up/next step decision after receiving the assessment report from service provider
• Communicate with customers and service providers to gather necessary information and resolve service request.
• Coordinate with service providers including repair center and logistics service provider for arranging E2E repair services.
• Proactively provide service request status update to customers on each progress.

Supporting Hours

• This role will require to support the customer in Australia. 
• The working hours is as follows:
  • Up to October 3rd AEST 9:00am – 6:00pm. (Hong Kong local time 7:00am – 4:00pm)
  • From October 4th AEDT 9:00am – 6:00pm. (Hong Kong local time 6:00am – 3:00pm)
  • Follow national public holiday in Australia

 

For you to be successful…

We expect you to be able to demonstrate the following key competencies 

Impactful

• Has a clear understanding of team’s objectives and aligns efforts to these.
• Empowered to be quick to act and take steps to address issues.
• Maintains commitment to achieving goals in the face of obstacles.

Customer focus

• Understands the importance of customer feedback and appreciates their points of view.
• Demonstrates a customer centric mindset by prioritizing customer needs and addressing concerns with a sense of urgency.
• Aware of the benefits of offering different service solutions to a diversity of customers and helps support adoption.

Collaborative

• Offers support and contributes to the delivery of shared goals. Displays loyalty and trust to team.
• Co-operates with team members to resolve problems and achieve goals.
• Listens, encourages, and is respectful of others when working together.

Communication

• Communicates clearly and actively listens to others.
• Provides others with information they need in a timely manner.
• Communication is specific and fact based using a style appropriate for the audience.

 

You will require the following qualifications and skills                                                                                                               

• 3-5 years of customer services experience 
• Proficiency in MS Office (Word and Excel)
• Strong customer service mindset with a desire to go extra mile to foster positive customer experience.
• Excellent communication and problem-solving skills.
• Good command of spoken and written English and Chinese.