Senior Customer Service Officer

OneDegree is a new generation of InsurTech that reimagining the industry with design and digital innovation. Our mission is to set new standards for insurance that puts customers first.
We are among the first batch of virtual insurers authorized by the Hong Kong Insurance Authority to provide insurance products purely through online channels. We pride ourselves on providing breakthrough innovations in products and services by our digital platform, we now offer Pet, Fire, Critical Illness and Home Insurance for your furry friends and for your home.
Want to join us and make a change? We are looking for a Customer Care Associate who act as a brand ambassador by assisting and resolving customer inquiries on a variety of communication channels. This role will be responsible for capturing customer's expectations, preferences, and aversions while finding helpful solutions and delivering exceptional, professional service in every interaction.
If you are customer-centric and solution-oriented, come and join our team!
*** No selling or cold / warm calls are required
What you will be doing:
Communicate with customers through various channels including social media, email, live chat and phone calls
Actively listen to customers and maintaining a friendly, positive, professional attitude
Resolve difficult situations with creativity, tact, and diplomacy
Provide information for customers to resolve their problems
Set up processes for assembling customers feedback and liaise with key internal partners to improve company’s products
Help with writing educational content and FAQ sections
Provide cross-team supports for example Claims, Policy Admin, Account Management and Product Development
All other duties or projects as assigned
What we are looking for:
High school certification or above, bachelor’s degree is a plus. Fresh graduates are also welcome.
Experience with the general insurance industry is preferred
IIQE Paper 1 and 2 Certificates are preferred
Passion for providing Customer Service (empathy, patience, friendliness, positive attitude, proactivity
Excellent communication in verbal and written form (Both English and Chinese)
Excellent typing skills in both English and Traditional Chinese
Excellent organization and time management skills
Ability to navigate through multiple computer applications with speed and accuracy
Ability to work independently, take direction, and prioritize accordingly
Ability to work cross-functionally in a fast-paced environment
Highly self-motivated, organized, and a team player
Willingness and ability to operate in a team environment
Working hours
5 days work per week, 8 hours per day
Weekend and public holiday shift occasionally
We value our employee - let’s check out what we offer
5 days work week
Performance bonus
20 days of annual leave
Birthday, marriage, parental and new pet leave
Medical Insurance
Flat organizational structure
Young and energetic team
Shift Allowance
Comprehensive training
Work from home policy
To us, people are our greatest asset and we are more than happy to invest in employees! We create a healthy work atmosphere and provide you with the tools and support for doing your job successfully. With a culture of flexibility and transparency, we believe there should be no barriers, and everyone’s contributions matter.
We would like to be an ‘EMPLOYER OF CHOICE’!