Executive, Customer Care

Key Responsibilities

• Handle inbound customer and provider enquiries related to Life & Health Insurance products through hotline services
• Support doctor booking arrangements, pre-authorisation requests, and direct billing services according to company service standards
• Provide accurate information and coordinate with internal departments to ensure a smooth customer experience
• Follow up and respond to enquiries, requests, and feedback across multiple touchpoints including calls, emails, letters, live chat, and sales channels
• Investigate and resolve customer issues, complaints, and special requests professionally and tactfully
• Conduct basic fact-finding and propose suitable resolutions to management for review before reverting to customers
• Promote self-service and digital initiatives to enhance customer experience and operational efficiency
• Participate actively in team meetings, training sessions, and knowledge-sharing activities
• Maintain service quality standards in a fast-paced environment
• Collaborate closely with team members and stakeholders to achieve service excellence

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Requirements

• Diploma, Degree, or equivalent qualification
• Minimum 1 year of experience in Customer Service / Call Centre / Service Centre environment
• Experience in insurance, healthcare, or financial services is an added advantage
• Good command of English, Mandarin, and Cantonese (spoken and written) to support the Hong Kong market
• Strong communication and interpersonal skills with professional telephone etiquette
• Customer-oriented with strong problem-solving and analytical skills
• Able to work independently and handle challenging situations calmly and professionally
• Positive attitude, proactive mindset, and adaptable to change
• Proficient in Microsoft Office applications
• Comfortable working in a 24/7 rotational shift environment

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Working Hours & Shift Arrangement

• The role operates on a three-shift rotational structure to support 24/7 operations:

  • 9:00 AM – 5:45 PM
  • 5:00 PM – 1:45 AM
  • 1:00 AM – 9:45 AM
    (includes 45-minute overlap for smooth handovers)

• The majority of employees will be assigned to the day shift (9:00 AM – 5:45 PM), supported by overlapping evening and night shifts

• All employees will participate in a rotational schedule, which includes:

  • Approximately one week of night shift per month
  • At least one weekend shift per month
  • Rest days scheduled prior to shift transitions to ensure adequate recovery

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Weekend & Public Holiday Arrangement

• A lean team will be scheduled during weekends while maintaining full 24/7 coverage
• Employees will follow Hong Kong public holidays
• During Malaysia public holidays, operations will continue as usual based on business needs

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Work Arrangement

• Weekday Day Shift (9:00 AM – 5:45 PM): Onsite / Hybrid arrangement
• Evening & Night Shifts: Fully Work-From-Home (WFH)
• Weekend Shifts: Fully WFH
• (Work arrangements may be refined based on operational requirements and call patterns)

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If you are passionate about delivering excellent customer experience and thrive in a fast-paced environment, we would love to connect with you.

Interested candidates may apply directly or reach out for more information.

Only shortlisted candidates will be notified.