Customer Success Officer (Chinese (R/W) / Cantonese (Spoken) Required)

About Us

Are you a problem-solver whose passionate about helping people with a strong analytical mindset and communication skills? Are you looking to join an all-star team to drive change and revolutionise the industry? If yes, we’d love to speak with you! We are the first licensed virtual insurer (虛擬保險公司) in Hong Kong. We believe that insurance is fundamentally good, and we are here to bring the good back through our passionate, innovative, and customer-obsessed team, domain expertise, and proprietary modern technology. We believe that people are the heart of our business, we support our people to pursue their inspiration and cultivate their expertise - we strive to be the platform for you to develop your career, not just an employer to offer you a job. We offer competitive package, comprehensive fringe benefits and great career prospects to our staff. Sound good to you? Join us in our exciting journey!

We Offer

  • Flexible, collaborative startup environment
  • Fun and collaborative culture
  • Professional development sponsorship
  • Weekly sharing sessions and regular happy-hour gatherings
  • Good career prospect

How to Apply

Send your CV, availability, and salary expectation to careers@bowtie.com.hk

About the Role

As a Customer Service Officer, you need to be customer-focused and quick-thinking to coordinate daily operations. You are challenged to think smarter and more efficiently to build a world-class customer service team, this requires a multi-tasking thinker with an eye for identifying problems who can also coordinate across multiple channels to develop long-term solutions to daily challenges:

 

* Be part of the team to provide world-class customer service/support to our customers

* Actively share insurance domain knowledge with your teammates

* Coordinating with cross-department counterparts to enhance operational efficiency and customer experience

* Working with different stakeholders for root-cause analysis, solution generation, action planning and result tracking

* Designing and implementing customer experience improvement initiatives

* Answering incoming queries via Chat, Email and Calls (inbound and outbound)

* Recruit, train, develop, evaluate and manage the CustomerService department

* Monitor, record and report daily/weekly reports to the relevant Department Heads as required/requested

* Create and maintain tools, job aids and training materials to help the team in their efforts to resolve issues and improve the overall customer experience

About You

* Good command of Cantonese, English and Mandarin (spoken and written) is a must

* Knowledge and experience of Zendesk is a plus

* University degree and/or prior experience in the insurance industry are a plus(es), but not must(s)

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