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Life insurance customer service executive

https://www.randstad.com Logo

Randstad

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Location:
Hong Kong , Hong Kong

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Category:
Insurance

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Contract Type:
Not provided

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Salary:

20000.00 - 30000.00 HKD / Month
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Job Description:

Customer Service Executive - Hotline & Service Centre Roles (2 headcounts)

Job Responsibility:

  • Address customer and agent inquiries, requests, and complaints
  • Provide prompt and accurate services, including policy information and professional advice to customers
  • Handle and resolve customer problems, including elevated complaints and special requests related to policy matters
  • Engage proactively with customers for follow-up cases
  • Handle inquiries and complaints regarding various operation processes, such as Underwriting, Policy Owner Service, and Claims for different lines of business
  • Follow operational procedures in compliance with documented guidelines, service benchmarks, regulatory requirements, and company policies
  • Document call activities in the system and log follow-up items
  • Work closely with internal business partners to resolve uncertain issues and complaints
  • Collaborate with departments like Premium Collection and Underwriting to provide one-stop verification services (where applicable)
  • Achieve individual and team performance targets
  • Continuously identify areas for service improvement
  • Collect customer feedback and report operational problems to management
  • Contribute new ideas to enhance work efficiency and the overall customer experience
  • Coach and mentor team members, and prepare training material

Requirements:

  • University/College graduate with 4-5 years of relevant experience OR Form Five with at least 7-8 years of working experience
  • Equivalent experience or a Higher Diploma, Associate Degree, or University Degree holder
  • Basic insurance knowledge is advantageous
  • Solid knowledge of life insurance is required for the Ambassador role
  • Excellent communication and interpersonal skills
  • Good interpersonal skills are essential
  • Proficient in both spoken and written English and Chinese
  • Mandarin proficiency is specifically required for the Ambassador role
  • Passionate about providing excellent customer service, self-initiative, and driven by a customer-centric approach
  • Proactive, independent, analytical, patient, attentive to details, well-organized, and able to work under pressure with good problem-solving skills
  • Open to changes and challenges
  • Committed to providing a high standard of service
  • IIQE Paper 1 & 3 holder is essential for the Hotline Advisor role
  • IIQE 2 & 5 is preferred
  • Relevant license required for regulated activities (for Ambassador role)

Nice to have:

  • Basic insurance knowledge is advantageous
  • IIQE 2 & 5 is preferred

Additional Information:

Job Posted:
December 23, 2025

Expiration:
January 05, 2026

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