Assistant Manager, Complaint Resolution

Zurich Insurance
Hong Kong
Workplace: HybridFull timeFunction: Administration & Executive AssistanceExperience: 7+ yearsEducation: bachelorsSkills: ["Interpersonal skills","Communication skills","Stakeholder management","Negotiation","Problem-solving","Analytical mindset","Written communication"]

Manage and resolve complex customer complaints from customers, distributors, and regulatory bodies through thorough investigations to determine root causes and recommend sustainable corrective actions. Deliver fair, professional, customer-centric outcomes within service standards, prepare written responses, and analyze complaint trends to identify service gaps and improvement opportunities. Support complaint governance and oversight with management reporting, and contribute to training and coaching to continuously improve service quality and customer experience.

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FursaFursa
Zurich Insurance
Zurich Insurance
1 month ago

Assistant Manager, Complaint Resolution

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Manage and resolve complex customer complaints from customers, distributors, and regulatory bodies through thorough investigations to determine root causes and recommend sustainable corrective actions. Deliver fair, professional, customer-centric outcomes within service standards, prepare written responses, and analyze complaint trends to identify service gaps and improvement opportunities. Support complaint governance and oversight with management reporting, and contribute to training and coaching to continuously improve service quality and customer experience.
Location: Hong Kong
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Manage and resolve complex customer complaints received from customers, distributors, and regulatory bodies.
  • •Investigate complaint cases, identify root causes, and recommend sustainable solutions to prevent future issues.
  • •Work with customers and stakeholders to deliver fair, professional, customer-centric resolutions within agreed service standards.
  • •Prepare written responses and correspondence in a professional manner.
  • •Analyse complaint trends, identify service gaps, recommend improvement initiatives, and support complaint governance with management reports and oversight meetings.
  • •Contribute to training and coaching for continuous improvement in service quality and customer experience.

Key Requirements

  • •Bachelor’s degree with at least 7 years of experience in customer service or complaint management within insurance or financial services.
  • •Sound knowledge of insurance products, operations, and regulatory expectations.
  • •Excellent interpersonal, communication, stakeholder management, negotiation, and problem-solving skills.
  • •Strong analytical mindset to manage complex cases objectively and effectively.
  • •Excellent command of written and spoken English and Chinese (Cantonese and Mandarin).
Experience:7+ yearsInsuranceFinancial services
Education:Bachelor's
Skills:Interpersonal skillsCommunication skillsStakeholder managementNegotiationProblem-solvingAnalytical mindsetWritten communication
Languages:EnglishChineseCantoneseMandarin
Tech Stack:Microsoft OfficeChinese word processing

Company Brief

Zurich Insurance
Zurich Insurance Group is a global insurance company offering a wide range of general insurance and life insurance products and services to individuals, small businesses and large corporations across multiple markets worldwide.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Zurich, Switzerland
Founded: 1872
Glassdoor
Glassdoor: 3.7
WebsiteLinkedIn