Senior Customer Care Consultant (Call Centre)

About the role

Zurich is seeking a Senior Customer Care Consultant to lead inbound enquiries across phone, email, live chat and other digital channels for its General Insurance portfolio. You will ensure a positive experience for customers while upholding regulatory and internal standards.

Key responsibilities

• Handle inbound customer enquiries via phone, email, live chat and digital platforms for General Insurance products.
• Resolve customer issues and complaints efficiently, maintaining high service quality.
• Liaise with internal stakeholders to ensure timely resolution of requests.
• Maintain compliance with regulatory and internal control requirements.
• Coach and guide junior team members, sharing best practices.
• Participate in service‑improvement projects, digital initiatives and process enhancements.
• Contribute to meeting team SLA, quality standards and operational targets.

Required profile

• Minimum 5 years of experience in customer service, contact centre or insurance operations.
• Experience in General Insurance is highly preferred.
• IIQE qualification is required.
• Strong communication and interpersonal skills with fluency in spoken and written English and Chinese (Cantonese and Mandarin).
• Ability to handle challenging customer situations professionally and empathetically.

Required skills