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Cigna Assistant Manager, Customer Service in Kwun Tong, Hong Kong

The incumbent will be responsible for performing various customer service functions through inbound / outbound /face-to-face activities. The successful candidate should be analytical-minded and dedicated in a customer-focused career with strong desire for development in insurance field.

Job 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 Cigna’s 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

Job Requirements:

  • Degree holder with at least 6-8 years’ customer service experience for Life & Medical Product in call centre, preferably in insurance / banking industry

  • Form (Grade E or above in 5 subjects, including Chinese or English and Mathematics) or equivalent

  • IIQE Paper 1, 2, 3 & 5 is required or fulfill the IIQE requirement is also considered

  • Experience in handling Employee Benefits / Group Operations Hotline is preferred

  • Experience in delivering service through digital platform will be an advantage

  • Proficiency in English and Chinese Word Processing is a must

  • Strong customer-oriented mindset with excellent communication and interpersonal skills

  • Excellent team player, independent, diligent and responsible, with a positive attitude under pressure

  • Familiar with various MS Office applications including Word and Excel

  • Excellent in English, Cantonese and Mandarin with a friendly and helpful tone

  • Confident in providing excellent customer service

  • Shift duty is required (Weekday till 9 pm, Weekend and public holiday till 6 pm)

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you’ll enjoy meaningful career experiences that enrich people’s lives. What difference will you make?