Customer Service, Senior Officer (Group Medical Focused)

Grow Your Career with Bowtie Customer Service Team

Bowtie’s mission is to make insurance good again and our vision is to build a category-defining health insurance company.
 

At Bowtie, our customer service team is the bridge between our customers and the organization - to our customers, you are the first point of contact and a trusted advisor; at Bowtie, you are the champion for our customers' needs!

Compare to traditional organizations, we believe that everyone should be heard - you will have direct input into and impact on how we work, and the flexibility on how to provide the best experience that is compliant with regulations and true to our promises to our customers! 

About the Role

You will be working in a fast-paced organization that promotes cross-functional collaboration to offer world-class support to our customers and be a trusted advisor to them.

Key Responsibilities:
 

Your primary responsibilities include the following: 

Customers Services

• Handle and resolve client's and partner's queries through phone and digital channels (live chat, email) in a timely, efficient & professional manner
• Liaise and collaborate with other related business units to resolve customer queries
• Provide cross-department assistance and support as necessary
• Provide daily support to the supervisor and participate in ad hoc projects.

Gatekeeping and Quality Control

• Ensure accuracy and compliance of all requests to be completed with good quality standards

Investigation and Team Development

• Support the Team as a first point of contact. Taking immediate actions towards escalated cases such as complaints or special requests from team members or vendors
• Perform first-level investigations to identify the root cause and case owners, propose solutions for case resolution, and provide constructive advice for continuous improvement 
• Provide training to newly onboarded staff to meet the team’s internal standards

Policy Admin

• Perform and support basic policy admin tasks

The success of this role will be measured by:

• Customer satisfaction score
• Quality of responses to customers' requests
• Efficiency
• Coaching and support to junior team members
• Proper escalation/complaint management

Tools we use:

• Zendesk

About you

We are looking for experienced customer-oriented talents with passion, patience, and a caring attitude, who enjoy solving problems from all backgrounds to join us! 

Required qualifications:

• 3 + years of track record in providing excellent customer services; at least 1 year in group medical or medical insurance 
• Strong sense of responsibility and high integrity - hold yourself to a high standard and be a role model for the other members of the team 
• Ability to absorb information and share this back with the team in a simple-to-understand manner whilst simultaneously updating the CS SOP
• HKCEE/DSE or above 
• Good command of both spoken and written Cantonese, English, and Mandarin
• Proven track record as both a team player and an individual contributor - mature, independent, and able to work under pressure
• IIQE license (1 & 3) is a must

And, the following qualifications are preferred but not essential

• Prior experience in the insurance industry or a regulated industry
   

We Offer

Apart from a great career path and an opportunity to do good and do well, we also offer:

• In-depth and systematic training and 1:1 coaching
• Collaborative, flexible, and open-minded team culture
• Work-from-home arrangement
• Competitive package
• Benefits include medical/ dental coverage and wellness programs
• Weekly sharing sessions and regular social gatherings
• Excellent learning opportunities with Professional Development Sponsorship

About Bowtie
 

We are the first licensed virtual insurer (虛擬保險公司) in Hong Kong.
 

We believe that insurance is fundamentally good, and we are here to bring the good back through our passionate, innovative, and customer-centric team. 
 

By combining our deep domain expertise and our own proprietary modern technology, we are building one of the most iconic, category-defining health insurance companies in Asia.

We take pride in moving fast all the time and our track record in moving ahead in the game. Our digital insurance platform is also ranked #2 in the world in Sia Partners' 2023 report.
 

As we grow, we're always looking for highly dynamic, hands-on, and passionate talents who share our values to join our team. If you are looking for a rewarding career where you will grow together with strong talents from different backgrounds and build products and services that bring a positive impact on the lives of millions of people in Hong Kong / Asia, apply to our opening today! 

Information collected will be treated in strict confidence and used solely for recruitment purposes.

The company will retain all applications no longer than 24 months of which will be destroyed thereafter.

We are an equal-opportunity employer. We do not discriminate on the basis of race, disability, or family status in the employment process.