Customer Service Officer – Customer Engagement

About the role

The Customer Service Officer (or Senior Officer) will be the primary point of contact for customers, advisors and business partners, handling enquiries across multiple channels for life insurance and group medical products. The role focuses on delivering timely, high‑quality support, resolving issues efficiently and strengthening long‑term relationships.

Key responsibilities

• Handle enquiries via hotline, email, fax and live chat for life insurance and group medical products.
• Conduct inbound and outbound calls to provide timely and quality service support.
• Resolve customer problems and complaints in an efficient and professional manner.
• Deliver one‑stop service to enhance overall customer engagement and experience.
• Build, maintain, and strengthen long‑term customer relationships.
• Work on a shift basis: Monday‑Friday 09:00‑18:00, with alternative Saturdays 09:00‑13:00.

Required profile

• Matriculated or higher qualification with over 3 years’ experience in financial institutions, preferably life insurance or customer service.
• Excellent customer service and telephone manners.
• Strong communication and problem‑solving abilities.
• Good organising and planning skills.
• Proficiency in written and spoken Cantonese, English and Mandarin.

What we offer

• 20‑22 days of annual leave.
• Excellent learning and development opportunities.
• An attractive compensation package.