Client Service Specialist| B2B Sales Support

Position Overview:

Our client is seeking a dedicated and experienced Customer Service Specialist to oversee customer service activities and ensure the efficient functioning of our assigned portfolio. The ideal candidate will have a strong background in customer service, a keen understanding of operational processes, and the ability to lead and motivate a team. This role requires a proactive approach to client relationship management, as well as the ability to identify and implement improvements in service delivery.

Key Responsibilities:

• Provide exceptional customer service and administrative support to the assigned portfolio, ensuring that all client interactions are handled with professionalism and care.
• Manage daily operations for the assigned portfolio/distribution channel, ensuring that all processes are executed smoothly and efficiently.Conduct regular client visits, presentations, and briefings to address inquiries and resolve complaints, fostering strong relationships and trust.
• Review and approve all client communication materials, including letters, trust deeds, reports, statements, and presentations, ensuring clarity and compliance with company standards.
• Monitor client retention rates and service-to-sales activities, including up-selling retail products and promoting client retention programs, to achieve established targets.
• Maintain close relationships with clients, proactively addressing potential issues to safeguard the portfolio and enhance client satisfaction.
• Ensure that databases, reports, and systems used for performance measurement are regularly updated and maintained in line with regulatory requirements and service timelines.
• Develop and implement control procedures for identified risk areas, providing technical expertise and guidance to team members.
• Identify errors, delays, or other operational challenges promptly, applying corrective and preventive measures to resolve issues effectively.
• Assist team members in prioritizing tasks and provide clear direction when they encounter challenges. Coach and mentor staff to enhance their competencies and performance.
• Coordinate and monitor initiatives and activities within the Customer Care Service team to ensure alignment with organizational goals.
• Act as a module owner, leading specific projects and ensuring their successful execution.
• Perform any other tasks and projects as assigned by management.

Qualifications:

• University degree preferred.
• Minimum of 6 years of customer service and operations experience, with at least 1-2 years in a supervisory role.
• Strong understanding of MPF (Mandatory Provident Fund) and ORSO (Occupational Retirement Schemes Ordinance) retirement schemes, group insurance, and investment products.
• Self-motivated, customer-oriented, detail-oriented, and a strong team player.
• Excellent communication and interpersonal skills, with an outgoing personality and strong presentation abilities.
• Effective time management and organizational skills, capable of managing multiple priorities.
• Proven coaching and supervisory skills, with the ability to motivate and develop staff.
• Proficiency in PC applications and relevant software.
• Fluent in both spoken and written Chinese and English.
• Ensure that team members performing regulated activities have obtained the necessary licenses and fulfill all licensing requirements.

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