Complaints Manager (Customer Care)

OneDegree is a new generation of InsurTech that reimagining the industry with design and digital innovation. Our mission is to set new standards for insurance that puts customers first.  

We are among the first batch of virtual insurers authorized by the Hong Kong Insurance Authority to provide insurance products purely through online channels. We pride ourselves on providing breakthrough innovations in products and services via our digital platform. We are currently offering Pet, Fire, Critical Illness and Home Insurance and expected to provide wider coverage to the general public in the coming year.

What you will be doing: 

• Manage the teams in handling complaints from various channels, including but not limited to hotline, email, live-chat and conduct internal investigation and report preparation for third party complaints (e.g. IA, Consumer Council) in a professional and efficient manner
• Oversee the team's performance and provide expert knowledge support to ensure the team deliver satisfactory customer service and contribute to achievement of various prescribed service targets
• Review and approve the solutions for the cases handled by team members and give advice on complaint handling and offer effective solutions to ensure minimal impact to the operation
• Coordinate recruitment and ensure the resources allocated are best utilized in achieving respective service level, KPIs
• Partner with key stakeholders to plan, develop, implement, and review the policies, guidelines and procedures to ensure best practice within the Customer Care Service

What we are looking for: 

• Degree holder or above
• A minimum of 8 years of customer service management experiences, especially on complaint handling
• A minimum of 5 years of experience with general insurance industry.
• IIQE Paper 1 and 2 Certificates are preferred.
• Excellent communication and interpersonal skills
• Demonstrated analytical, problem solving and decision making skills
• Ability to demonstrate flexibility and resiliency in the face of changing work requirement
• Capability of liaising, influencing and negotiating with a diverse range of internal and external stakeholder
• Proficiency in written and verbal communication skills in both English and Chinese (Cantonese and Mandarin)
• Immediately available is highly preferred.

 We value our employees - let’s check out what we offer 

•          20 days annual leave 
•          Marriage, parental, birthday and new pet leave 
•          Medical benefit
•          Flat organizational structure 
•          Young and energetic team 

Interest to join US! 
Please send detailed resume with expected salary by clicking "Apply Now"

(Not providing the expected salary will not be considered)