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Complaint Management and Service Project, Principal (Senior Manager)

Complaint Management and Service Project, Principal (Senior Manager)

AIA International Limited.Hong Kong
16 天前
职位描述

Responsibilities

  • Manage and resolve customerplaints efficiently and professionally, ensure timely follow-up and resolution.
  • Maintain clear and empatheticmunication with customers throughout theplaint resolution process.
  • Ensurepliance withpany policies and regulatory requirements in allplaint management processes.
  • Analyzeplaint data to identify trends, root causes, and areas for improvement.
  • Collaborate with cross-functional teams to develop and implement service improvement initiatives based on customer feedback.
  • Lead multiple service projects from initiation topletion, ensuring alignment with organizational goals.
  • Supervise project teams, providing guidance and support to ensure high performance and timely delivery.
  • Prepare reports onplaint trends, resolutions, and service performance metrics for management review.
  • Provide training and support to customer service representatives onplaint handling service best practices.

Job Requirements :

  • A Bachelor's degree in areas of Business Administration,munications or related discipline
  • At least 5 years of experience in customer service orplaint management, preferably in the insurance industry.
  • Experience in handing general insurance and medical insurance relatedplaints is highly preferred.
  • Good understanding of insurance products and services with an ability to addressplaints effectively.
  • Excellent verbal and writtenmunication skills with goodmand of English and Chinese is essential.
  • Strong analytical and problem-solving abilities.
  • Ability to work collaboratively in a team-oriented environment.
  • Detail-oriented with strong organizational skills

    • Others :

  • You are preferred to obtain the license of Insurance Authority (IA) (Paper 1 and 2)

    • Build a career with us as we help our customers and themunity live Healthier, Longer, Better Lives.

    You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and oue of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

    Job ID JR-58014

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