Senior Customer Care Associate

What you’ll be doing? Handle regulatory complaints, ensuring adherence to industry standards and requirements. Address escalated customer queries from all service teams in a professional manner, using tactful customer service skills to resolve issues effectively. Conduct quality assurance audits to monitor service performance. Provide coaching to all service teams’ members to uphold high standards of customer service. Collect and analyze customer feedback on dissatisfaction and complaints. Consolidate data into reports to identify trends and recommend improvements to company products and services. Provide support to various departments, including Customer service, Claims, Policy Administration, and Product/Project Management. Facilitate communication and collaboration to ensure smooth operations and achieve company goals. Handle assigned tasks and ad-hoc duties as required. Support management in coordinating team efforts, streamlining processes, and maintaining efficient operations. Who are we looking for? High school certification or above, bachelor’s degree is a plus. 2-3 years of experience with the general insurance industry is preferred  IIQE Paper 1 and 2 Certificates is required Passion for providing Customer Service (empathy, patience, friendliness, positive attitude, proactivity)  Excellent communication in verbal and written form (Both English and Chinese)  Excellent typing skills in both English and Traditional Chinese  Excellent organization and time management skills  Ability to navigate through multiple computer applications with speed and accuracy  Ability to work independently, take direction, and prioritize accordingly  Ability to work cross-functionally in a fast-paced environment  Highly self-motivated, organized, and a team player  Willingness and ability to operate in a team environment   Why You Should Consider This Opportunity We offer a competitive remuneration package with attractive fringe benefits, including: 5-day work week Performance bonus 20 days of annual leave Leave for birthdays, marriage, parental needs, and new pets Medical insurance A flat organizational structure A vibrant and energetic team Shift allowances Comprehensive training Flexible work-from-home options Ready to join us? Apply now to submit your resume with date of availability and expected salary to us!