Country

• Select how often (in days) to receive an alert:
• Manage and resolve complex customer complaints received from customers, distributors and regulatory bodies
• Conduct comprehensive investigation into the complaint cases, identify root causes and recommend sustainable solutions to prevent future issues
• Work closely with customers and stakeholders to deliver fair, professional and customer-centric resolutions within agreed service standards
• Prepare written responses and correspondence in professional manner
• Analyse complaint trends, identify service gaps and recommend improvement initiatives to enhance operational effectiveness and customer satisfaction
• Prepare management reports and support complaint governance & oversight meeting
• Contribute to training and coaching for continuous improvement in service quality and customer experience

Job Qualifications

• Bachelor's degree with minimum 7 years of experience in customer service or complaint management within the insurance or financial services industry
• Sound knowledge of insurance products, operations and regulatory expectations
• Excellent interpersonal, communication, stakeholder management, negotiation and problem-solving skills
• Strong analytical mindset with the ability to manage complex cases objectively and effectively
• Excellent command of written and spoken English and Chinese (Cantonese and Mandarin)
• Proficiency in Microsoft Office applications and Chinese word processing

Why Zurich

• At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?
• We are an equal opportunity employer who knows that each employee is unique - that’s what makes our team so great! , Join us as we constantly explore new ways to
• protect our customers and the planet