FIND YOUR 'BETTER' AT Blue Cross

We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us.

We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.

If you believe in better, we’d love to hear from you.

About the Role

The role is responsible for overseeing the resolution of customer complaints and enhancing service delivery.

Roles and Responsibilities:

Manage and resolve customer complaints efficiently and professionally, ensure timely follow-up and resolution.Maintain clear and empathetic communication with customers throughout the complaint resolution process.Ensure compliance with company policies and regulatory requirements in all complaint management processes.Analyze complaint data to identify trends, root causes, and areas for improvement.Collaborate with cross-functional teams to develop and implement service improvement initiatives based on customer feedback.Lead multiple service projects from initiation to completion, ensuring alignment with organizational goals.Supervise project teams, providing guidance and support to ensure high performance and timely delivery.Prepare reports on complaint trends, resolutions, and service performance metrics for management review.Provide training and support to customer service representatives on complaint handling service best practices.

Job Requirements:

A Bachelor’s degree in areas of Business Administration, Communications or related disciplineAt least 5 years of experience in customer service or complaint management, preferably in the insurance industry.Experience in handing general insurance and medical insurance related complaints is highly preferred.Good understanding of insurance products and services with an ability to address complaints effectively. Excellent verbal and written communication skills with good command of English and Chinese is essential.Strong analytical and problem-solving abilities.Ability to work collaboratively in a team-oriented environment.Detail-oriented with strong organizational skills

Others:

You are preferred to obtain the license of Insurance Authority (IA) (Paper 1 and 2)

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.