Senior Agent Service Executive – Customer Experience

About the role

The Senior Agent Service Executive will act as the primary point of contact for clients, agents and other channels, handling enquiries and complaints via phone and written correspondence. The role focuses on delivering accurate policy information, streamlining procedures and ensuring a high level of customer satisfaction.

Key responsibilities

• Handle enquiries from clients, agents and channels, providing accurate information on policies, procedures and guidelines.
• Resolve complaints promptly, recommend solutions and suggest preventive measures for future issues.
• Provide one‑stop service for payment, underwriting guidelines and formalities, ensuring professionalism and accuracy.
• Follow up on client requests to guarantee proper processing and satisfaction.
• Collaborate closely with the manager and team to maintain a harmonious working environment.

Required profile

• 2–5 years of experience in customer service or policy administration within the life insurance sector.
• University degree preferred; fresh graduates may be considered for entry‑level positions.
• Fluent in spoken and written English, Chinese and Mandarin.
• Successful completion of IIQE (Paper I, III, V), possession of an agent licence and participation in CPD programmes.