Responsibilities:

Hotline Operation

• Handles premium Club members’ enquiries and complaints regarding all activities in the HNW Club operation process
• Reports problems, potential crisis and complaint to supervisor for service improvement
• Makes outbound calls to members for follow-up specific cases
• Provides comprehensive solution to members

Concierge Services

• Makes outbound calls to invite Club members to exclusive events / privileges, displays strong ownership and accountability while ensuring seamless delivery
• Recommend personalized services tailored to member’s needs and helps members to make necessary bookings of services
• Effectively communicates through all customer channels (hotline, email, WhatsApp, WeChat, etc.)

Administrative Works

• Documents call activities in relevant systems
• Monitors pending cases of the team

Requirements:

• Tertiary education graduate in any discipline, or
• Secondary education graduate plus minimum 5 years relevant experience in Concierge / Insurance / Customer Service / hotline service.
• Minimum 3 years’ experience in Contact Centre operation; from which minimum 3 years’ experience servicing HNW Customers or Private Concierge service.
• Basic insurance would be an advantage.