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Senior Officer / Officer, Complaint Handling (Life Insurance)


Job Responsibilities

  • Support complaint case handling and TNPS preliminary investigation (e.g. retrieve call record, jot down conversation in manual script…etc.) for manager review
  • Follow Complaint Protocol and handling procedure / workflow (e.g., issue acknowledge, prepare case summary, discuss with relevant parties to seek advice and propose resolution to resolve case, draft reply, etc.) to meet SLA for complaint case
  • Contact internal department and external customers if needed and assist in drafting complaint reply
  • Make suggestions and streamline process for improving customer satisfaction
  • Generate regular reports including call management report, attendance report, retention report, TNPS report, costing report, etc
  • Assist system UAT and project user requirements, and ad-hoc projects


Job Requirements

  • F.7 or above with minimum 3 years of working experience, preferably in call center service
  • IIQE Paper 1 and 3 required
  • Knowledge of Life insurance product and operations
  • Knowledge of call center operation workflow & procedures
  • Knowledge of telephony system (NICE, Avaya & IVR)
  • Good interpersonal and problem-solving skills, attentive to details
  • Good command of English, Mandarin and Cantonese
  • Proficiency in Microsoft Office applications including Word, Excel and Chinese Word Processing
  • Candidate with less experience will be considered as Officer


Are you interested in working for a company that values its people and put's its customers and employees at the heart of everything we do? Are you looking for growth opportunities beyond simply a career? Then Zurich could be just the place for you!


Our people are the heart & soul of Zurich. Together we are committed to delivering on our purpose - Let’s Create a Brighter Future Together! 

Our ambition is to become one of the most responsible and impactful businesses in the world. To get there we hire and develop the best talent available. With Zurich, you can expect to work on challenges that will help you grow and to collaborate with a diverse and inclusive global team. 

People are Zurich’s most important asset. Their varied skills, perspectives and experiences drive innovation. And they reflect the breadth and diversity of our customers, suppliers, communities and investors around the world. We are committed to attracting and retaining talented individuals from a variety of backgrounds and experiences. Zurich does not discriminate based on race, ethnicity, religion, national origin, sex, gender expression, gender identity, genetic information, age, disability, protected veteran status, marital status, sexual orientation, pregnancy or other characteristics protected by applicable law. 



  • Location(s):  HK - Hong Kong 
  • Schedule:

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