Senior Customer Service Officer
AIFT
Salary undisclosed
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Description
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’!
Benefits
- 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
About this role
OneDegree, a Hong Kong virtual insurer, is seeking a Senior Customer Service Officer to serve as the frontline voice for its digital insurance platform. You'll handle customer inquiries across multiple channels—social media, email, live chat, and phone—while maintaining the friendly, professional demeanor expected of a brand ambassador. The role goes beyond standard support: you'll identify patterns in customer feedback, collaborate with internal teams to drive product improvements, contribute to educational content, and assist across claims, policy administration, and product development functions.
The ideal candidate combines genuine customer empathy with strong organizational skills and bilingual fluency in English and Traditional Chinese. While general insurance experience and IIQE certifications are preferred, the company welcomes fresh graduates with a high school diploma or degree. You'll need to navigate multiple systems accurately, work independently and as part of a cross-functional team, and adapt to a fast-paced environment. Notably, this role involves no sales or cold calling.
You'll work five days a week, eight hours daily, with occasional weekend and public holiday shifts. OneDegree offers 20 days of annual leave, performance bonuses, medical insurance, shift allowance, and a range of personal leave options including new pet leave. The company emphasizes a flat structure, comprehensive training, and a flexible work culture.
Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Senior Customer Service Officer postings in OneDegree Hong Kong, and analyze any offer before you accept it.
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