18 On Call jobs in Hong Kong

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We are seeking an experienced and dynamic professional to manage and lead call centre operations based in Hong Kong. The successful candidate will be responsible for overseeing the daily activities of the call centre, ensuring efficiency, optimising staff performance, and delivering outstanding customer service.

The right candidate will have a proven background in call centre management, excellent leadership skills, and a strong understanding of performance metrics and reporting. You will be expected to develop strategies to improve quality of service, productivity, and profitability, while maintaining a positive and motivated team environment.

Key Responsibilities:

• Manage and supervise daily operations of the call centre to ensure targets and service levels are consistently achieved
• Lead, coach, and support a team of supervisors and agents, fostering a culture of high performance
• Implement and monitor KPIs and service standards, ensuring continuous improvement in customer satisfaction and operational efficiency
• Recruit, train and evaluate staff performance, identifying areas for development and training needs
• Analyse call data and prepare regular reports for senior management to identify trends and inform business decisions
• Handle escalated customer complaints and complex queries, ensuring issues are resolved quickly and effectively
• Work closely with other departments to enhance customer experience and resolve interdepartmental issues
• Ensure compliance with company policies, procedures, and regulatory requirements

Requirements:

• Proven experience as a Call Centre Manager or in a similar leadership role within a customer service environment
• Strong understanding of call centre technology and reporting tools
• Excellent communication, interpersonal and problem-solving skills
• Demonstrated ability to lead, motivate and develop teams
• Strong analytical mindset with the ability to interpret data and make informed decisions
• Ability to work under pressure and manage changing priorities
• Knowledge of customer service principles and performance evaluation techniques
• Fluency in English is essential; additional language skills are a plus
• Proficiency in using CRM systems and Microsoft Office applications
• Bachelor’s degree in Business Administration, Management, or a related field is preferred

This is an exciting opportunity for a passionate and strategic individual to make a significant impact on operations and customer satisfaction levels. If you thrive in a fast-paced environment and have a commitment to excellence in service delivery, we invite you to apply for this role.

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Customer Service
• Industries Insurance and Insurance Agencies and Brokerages

Referrals increase your chances of interviewing at Gravitas Recruitment Group (Global) Ltd by 2x

Wan Chai District, Hong Kong SAR HK$25,000.00-HK$35,000.00 3 weeks ago

Central & Western District, Hong Kong SAR SGD25,000.00-SGD30,000.00 1 month ago

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Join to apply for the Customer Care Consultant (Call-centre) role at Zurich Insurance

1 day ago Be among the first 25 applicants

Join to apply for the Customer Care Consultant (Call-centre) role at Zurich Insurance

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• Provide professional customer services to the General Insurance claims enquiries by phone and/or email
• Maintain our customer services in good quality to achieve customer satisfaction
• Support ad-hoc projects and administrative tasks as assigned
  
  

• Provide professional customer services to the General Insurance claims enquiries by phone and/or email
• Maintain our customer services in good quality to achieve customer satisfaction
• Support ad-hoc projects and administrative tasks as assigned
  
  

• Fresh graduate (HKDSE holder or above) who is interested in developing career in insurance industry is welcome
• Candidates with minimum 3 years of relevant experience may be considered as Senior Customer Care Consultant
• Proficient in Cantonese and English; Mandarin is a plus
  
  

• Location(s): HK - Hong Kong

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Customer Service
• Industries Insurance and Financial Services

Referrals increase your chances of interviewing at Zurich Insurance by 2x

Get notified about new Customer Service Advisor jobs in Hong Kong SAR .

Wan Chai District, Hong Kong SAR 2 weeks ago

Hong Kong SAR HK$16,000.00-HK$17,500.00 2 weeks ago

Sha Tin District, Hong Kong SAR 2 days ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

Join to apply for the Customer Care Consultant (Call-centre) role at Zurich Insurance

1 day ago Be among the first 25 applicants

Join to apply for the Customer Care Consultant (Call-centre) role at Zurich Insurance

Get AI-powered advice on this job and more exclusive features.

• Provide professional customer services to the General Insurance claims enquiries by phone and/or email
• Maintain our customer services in good quality to achieve customer satisfaction
• Support ad-hoc projects and administrative tasks as assigned
  

• Provide professional customer services to the General Insurance claims enquiries by phone and/or email
• Maintain our customer services in good quality to achieve customer satisfaction
• Support ad-hoc projects and administrative tasks as assigned
  

• Fresh graduate (HKDSE holder or above) who is interested in developing career in insurance industry is welcome
• Candidates with minimum 3 years of relevant experience may be considered as Senior Customer Care Consultant
• Proficient in Cantonese and English; Mandarin is a plus
  

• Location(s): HK - Hong Kong

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Customer Service
• Industries Insurance and Financial Services

Referrals increase your chances of interviewing at Zurich Insurance by 2x

Get notified about new Customer Service Advisor jobs in Hong Kong SAR .

Wan Chai District, Hong Kong SAR 2 weeks ago

Hong Kong SAR HK$16,000.00-HK$17,500.00 2 weeks ago

Sha Tin District, Hong Kong SAR 2 days ago

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Join us to apply for the Assistant Manager, Channel Services (Outbound Call) role at Prudential Hong Kong .

This role is responsible for providing after-sales services to existing bancassurance customers, including face-to-face interactions. It also involves managing sales tools tasks to ensure smooth operations and enhance customer satisfaction.

1. Provide sales support functions by directly interacting with customers in person to handle regulated after-sales service activities, including but not limited to policy conversion, lump-sum top-up, MCH verification, and other business support service requests.
2. Participate in discussions and the execution of initiatives concerning the requirements for sales tools, systems, and procedures to streamline the selling process and improve customer satisfaction.
3. Take ownership of assigned projects and ad-hoc tasks, supporting execution as directed by the supervisor.
4. Work collaboratively with teammates to solve customer issues as quickly and as efficiently as possible.
5. Coordinate with bank partners and telecom service providers for iPads and peripherals hardware delivery, maintenance, and IOS version upgrades.

• University degree holder
• Licensed with pass of IIQE papers I, III, and V
• Minimum 5 to 6 years of sales and after-sales services experience in insurance/banking industry, outbound call, or telemarketing
• Experience in insurance digital sales tools is highly preferred
• Good knowledge of regulatory requirements and policies
• Proficient in MS Office applications
• Excellent interpersonal and communication skills; able to work under pressure and independently
• Good judgment skills to consider possible solutions and make appropriate decisions that support business goals
• Excellent command of English and Chinese (written and spoken)

Prudential is an equal opportunity employer, providing equal benefits and opportunities regardless of sex, race, age, ethnicity, background, marital status, pregnancy, religion, disability, or employment status. We support reasonable adjustments for individuals with specific health requirements.

Join us to apply for the Assistant Manager, Channel Services (Outbound Call) role at Prudential Hong Kong .

This role is responsible for providing after-sales services to existing bancassurance customers, including face-to-face interactions. It also involves managing sales tools tasks to ensure smooth operations and enhance customer satisfaction.

• Provide sales support functions by directly interacting with customers in person to handle regulated after-sales service activities, including but not limited to policy conversion, lump-sum top-up, MCH verification, and other business support service requests.
• Participate in discussions and the execution of initiatives concerning the requirements for sales tools, systems, and procedures to streamline the selling process and improve customer satisfaction.
• Take ownership of assigned projects and ad-hoc tasks, supporting execution as directed by the supervisor.
• Work collaboratively with teammates to solve customer issues as quickly and as efficiently as possible.
• Coordinate with bank partners and telecom service providers for iPads and peripherals hardware delivery, maintenance, and IOS version upgrades.

• University degree holder
• Licensed with pass of IIQE papers I, III, and V
• Minimum 5 to 6 years of sales and after-sales services experience in insurance/banking industry, outbound call, or telemarketing
• Experience in insurance digital sales tools is highly preferred
• Good knowledge of regulatory requirements and policies
• Proficient in MS Office applications
• Excellent interpersonal and communication skills; able to work under pressure and independently
• Good judgment skills to consider possible solutions and make appropriate decisions that support business goals
• Excellent command of English and Chinese (written and spoken)

Prudential is an equal opportunity employer, providing equal benefits and opportunities regardless of sex, race, age, ethnicity, background, marital status, pregnancy, religion, disability, or employment status. We support reasonable adjustments for individuals with specific health requirements.

Join to apply for the Senior Customer Service Representative, Customer Call Centre role at Manulife

6 days ago Be among the first 25 applicants

Join to apply for the Senior Customer Service Representative, Customer Call Centre role at Manulife

Get AI-powered advice on this job and more exclusive features.

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Senior Customer Service Representative, Customer Call Centre with the resources to solve critical problems for the future of our business, which is why we need you.

Position Responsibilities

• Handle enquiries and requests of group medical, individual financial and wealth management products arising from customers.
• Handle and resolve customer queries and requests via phone and email on products and services in a professional manner with tactful customer service skills.
• Provide support to management and recommend productivity/service improvements.
• Ensure accuracy and compliance of all requests to be completed with good quality standards.
• Support to management and recommend productivity/service improvements.
• Support ad-hoc tasks to achieve desired results of business needs.
  
  

• 3+ years of customer service experience preferred but not a must
• Fresh graduates will also be considered.
• HKDSE/HKCEE/ diploma qualification will be required
• IIQE 1,3,5 will be preferred
• Preferably worked previously in a call centre/ service centre environment
• Experience in Individual Financial Products or Life, group life and medical insurance, financial and wealth management products preferred
• Excellent telephone manner with good interpersonal skills
• Mature and pleasant personality
• Self-motivated and able to work independently
• Excellent service attitude and able to follow through on commitments to customers
• Adherence to quality standards
• Fast and accurate typing skills (over 45 wpm) and PC literate in Word/Excel
• Good communication skills in English and Chinese, both written and spoken
  
  

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.
  
  

• Seniority level Entry level

• Employment type Full-time

• Job function Other
• Industries Insurance

Referrals increase your chances of interviewing at Manulife by 2x

Get notified about new Senior Customer Service Representative jobs in Hong Kong, Hong Kong SAR .

Kowloon City District, Hong Kong SAR 1 week ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

Join to apply for the Senior Customer Service Representative, Customer Call Centre role at Manulife

6 days ago Be among the first 25 applicants

Join to apply for the Senior Customer Service Representative, Customer Call Centre role at Manulife

Get AI-powered advice on this job and more exclusive features.

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Senior Customer Service Representative, Customer Call Centre with the resources to solve critical problems for the future of our business, which is why we need you.
Position Responsibilities

• Handle enquiries and requests of group medical, individual financial and wealth management products arising from customers.
• Handle and resolve customer queries and requests via phone and email on products and services in a professional manner with tactful customer service skills.
• Provide support to management and recommend productivity/service improvements.
• Ensure accuracy and compliance of all requests to be completed with good quality standards.
• Support to management and recommend productivity/service improvements.
• Support ad-hoc tasks to achieve desired results of business needs.
  

• 3+ years of customer service experience preferred but not a must
• Fresh graduates will also be considered.
• HKDSE/HKCEE/ diploma qualification will be required
• IIQE 1,3,5 will be preferred
• Preferably worked previously in a call centre/ service centre environment
• Experience in Individual Financial Products or Life, group life and medical insurance, financial and wealth management products preferred
• Excellent telephone manner with good interpersonal skills
• Mature and pleasant personality
• Self-motivated and able to work independently
• Excellent service attitude and able to follow through on commitments to customers
• Adherence to quality standards
• Fast and accurate typing skills (over 45 wpm) and PC literate in Word/Excel
• Good communication skills in English and Chinese, both written and spoken
  

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.
  

• Seniority level Entry level

• Employment type Full-time

• Job function Other
• Industries Insurance

Referrals increase your chances of interviewing at Manulife by 2x

Get notified about new Senior Customer Service Representative jobs in Hong Kong, Hong Kong SAR .

Kowloon City District, Hong Kong SAR 1 week ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.