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Senior Customer Service Officer

Date Posted: Aug 5, 2019

Location: One Harbourfront, HK, HK, 0

Company: MetLife

Major Responsibilities:


  1. Manage and handle customers’ enquiries and complaints for all distribution channels to enhance customer experience through continuous improvement;
  2. Perform cashier duties for receiving cash / cheque / credit card payment…etc;
  3. Communicate and coordinate with other departments in identifying improvement opportunities through customer feedback and implement action plans to minimize complaints;
  4. Establish and improve workflow, procedures and service standards and enhance KPIs;
  5. To prepare daily production & performance reports with high quality standard;
  6. To manage and develop people in order to deliver quality service to our customers & distribution channels including agency & broker;
  7. To support Customer Service activities and other ad-hoc assignments;
  8. To review and smoothen the daily operation of CS Counter




  1. F. 7 graduate or above, preferably with IIQE Paper 1, 3 & 5 qualifications;
  2. Minimum 3 years’ insurance experience, preferably in Customer Service or Insurance industry;
  3. Responsible, attentive to details and willing to learn;
  4. Self-initiated and willing to adapt changes;
  5. Independent and able to work under pressure;
  6. Excellent in MS Office application, especially Word and Excel;
  7. Excellent customer service skills and good command on spoken Cantonese, Mandarin and English.
  8. Good leadership skills to coach and develop team members

MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

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Requisition #: 111053