Canopy
OneDegree (HK)

OneDegree (HK)- Customer Care Manager

Mid Level
Hong Kong
Customer Care Manager
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About Us

OneDegree is a technology company that aims to be the next-generation insurance industry leader in Asia; it is one of the few digital insurer candidates in Hong Kong with fully digitised insurance process end-to-end. It also collaborates with global leaders in the insurance and health sectors to deliver new technology and user experience. OneDegree is wholly owned subsidiaries of AI Financial Technology Holding Company, which is currently listed among top 4 in Cyberport’s Hall of Fame in accumulated funding.

Come join us in building the future of insurance!

Who we're looking for

We are looking for a Customer Care Manager at OneDegree. If you are attentive to details and with good problem-solving skill, come and join our team!

What you will be doing
  • Supervising a team of Customer Care Associates to provide professional advice and good customer service to customers, conduct service quality assessments to monitor service standards
  • Providing training/coaching to ensure members comply with internal & external regulatory requirements and enhance service and productivity
  • Ensuring complex cases are resolved effectively in line with company’s policies and procedures
  • Establishing and maintaining complaint handling system to track and maintain all information relating to complaint and make appropriate follow up in according to complaint handling policy
  • Reviewing customer complaints/feedback and internal workflows/procedures to identify service gaps, and recommend feasible service and system enhancement to exceed customer expectations
  • Assisting Sr. Manager to oversee the operation of the customer service function and formulate improvement plan in the management, planning, organizing of the development of the customer care team
  • Developing and maintaining resource forecasts to ensure adequate resources are provided for services to perform to the expectations of the customers and in alignment with the business objectives.
  • *** No selling or cold / warm calls are required
Who you are
  • At least 3 years’ solid experience in customer service management including experience in leading an Omni-Channel customer service operation
  • Experience in General insurance industry and IIQE paper 1 & 2 licensed
  • Experience with the customer service-related technologies and solutions, including CRM, data analytics, management reporting and presentation tools
  • Experience in leading service improvement projects, business analysis and process management
  • Excellent analytical, organizational and interpersonal skills
  • Customer centric, attentive to details and a self-starter
  • Ability to manage own work plan and schedule to successfully meet goals with tight deadlines and minimal supervision
  • Bachelor’s degree in any discipline
More about us
  • Fast-growing insurtech startup in Hong Kong
  • Young and energetic team
  • Flat organization structure
  • Opportunities to grow and shine!

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20/F, 天星中心35 Hung To Rd, Kwun Tong, Hong Kong
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