Customer Service Specialist

About the role

The Customer Service Specialist will join New Chapter Insurance Services Limited in Hong Kong, working full‑time on‑site in the Central & Western District. The role focuses on delivering clear, accurate information about insurance products, policies and claims to both existing and prospective clients.

Key responsibilities

• Respond to customer inquiries via phone, email and face‑to‑face interactions.
• Explain insurance products, policy terms and claims procedures in a professional manner.
• Process policy‑related requests, resolve issues and follow up to ensure satisfaction.
• Maintain precise records of all customer interactions and documentation.
• Collaborate with internal teams to address client needs and uphold service standards.
• Identify opportunities to improve service processes and contribute ideas for enhancement.
• Provide empathetic support while adhering to company policies and regulatory requirements.

Required profile

• Strong customer‑facing abilities with a focus on customer experience and satisfaction.
• Excellent phone etiquette and clear written and spoken English communication.
• High attention to detail when handling customer information and insurance documents.
• Proven capability to manage multiple tasks, prioritize effectively and thrive in a fast‑paced environment.
• Willingness to work on‑site in Hong Kong’s Central & Western District and cooperate with cross‑functional teams.
• Previous experience in insurance, financial services or customer service is an advantage.
• Degree holder (or higher); additional training or certification in customer service or insurance is beneficial.

Required skills