Sales & Service Manager

We are currently seeking a high-caliber talent to join our support team as a Service to Sales Manager.

Your Role:

• Lead & supervise the S2S team to convert Services Call to Sales Opportunities is the main focus.
• Oversee the operations and service quality of the Customer Service Insurance Hotline team
• Manage and handle the service to sales channel, closely work with the Face-to-Face Team, and promote & support HKT group staff offers. 
• Provide recommendations on improvement of service and operations procedures and assist in smoothing the implementation of new policies or changes to the team.
• Set team targets, monitor calls, and review call records, Quality Assurances & resource planning.
• Consolidate and analyze raw data to prepare statistical reports & project support materials and determine customer service outputs
• Handle and lead the written team, such as presenting clients’ products online through various digital channels, including websites, mobile apps, email, live chat, O2O etc.
• Handle complaints between HKT and Underwriters under Company and regulatory guidelines
• Provide regular reports to the management on key performance metrics, customer trends, etc

Requirements:

• Higher Diploma or above with 8 years’ experience in Insurance Customer Service and Sales; 3 to 5 years’ supervisory experience in project administration and management; 2 years in customer complaint handling is highly preferred
• Passed IIQE I, II & III is a must
• Good command of written and spoken English and Cantonese
• Proficient in MS Office Applications (MS Excel, Word and PowerPoint) and Chinese Word Processing
• Customer-oriented, strong interpersonal and communication skills, multi-tasking with the ability to meet tight deadlines
• Able to work under pressure independently
• Mature, well organized and proactive team player
• Good numerical sense with analytical thinking; Positive thinker with ability to listen, analyze and come up with solutions
• Work Location : Mei Foo