Contact Us +852 3106 2877 CV Submission
Assistant Manager, Customer Service
Ref: J000264

The incumbent will be responsible for managing the operations of hotlines, walk-in customers and live chat provided by in-house Customer Service team and external service providers. The successful candidate should be customer-focused and result-driven.

Key Responsibilities:

  • Manage the operations of customer service delivered in various platforms including inbound and outbound calls, walk-in customers and live chat.

  • Efficiently plan resources and assign tasks to accomplish target Key Performance Indicators (KPI)

  • Monitor and improve individual's performance to maximize overall operational efficiency and productivity

  • Identify and implement opportunities for improvement in services to strengthen the companies edge as a customer-centric health and well-being partner

  • Oversee efficiency and quality of services delivered by external service providers to meet the agreed service level

  • Act as the team's representative to participate operational and system projects including changing in operating model and systems

  • Participate operational and systems projects throughout project lifecycle including user requirement gathering, UAT and post-implementation review

  • Produce regular management report and ad-hoc analytics for performance evaluation and improvement


  • Minimum 8 years experiences in customer service operation; of which 5 years is in supervisory level, preferably in insurance / banking industry

  • Strong knowledge in life and medical insurance products, especially delivery services through digital platform

  • Experience of working in a face-paced environment and managing process change

  • Effectively manage the team and communicate with stakeholders

  • Ability to dig out insight from data and take actions accordingly

  • Customer centric, result driven and strong problem solving skill

  • Cantonese speaker with good command in spoken and written English and Chinese

  • Holding of IIQE 1, 2, 3 & 5

For all applications, please kindly send your CV quoting reference AMCS/RS

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