Senior Associate, Customer Services

About the role

Are you passionate about delivering meaningful customer experiences while helping shape the future of customer service? This role offers the opportunity to be part of QBE Hong Kong's evolving customer service model, supporting customers across multiple channels while contributing to service quality, operational improvement, and the practical adoption of digital and AI-enabled solutions. You'll play an important role in creating smoother, more responsive customer journeys and helping the team deliver consistent, human-centred service. About QBE At QBE, we get to the heart of what matters for our customers. And we do it all with a human touch. We're an international insurer with more than 13,000 people working across 26 countries - which means we're big enough for your ambitions, yet small enough for you to make a real impact. It's an exciting time. We're building momentum towards our vision to become the most consistent and innovative risk partner. What if you could have a positive impact - at work and in the world? As part of the QBE team, you'll get to spend every day working with people who are passionate, talented and kind. Your New Role Respond to customer enquiries received through phone, email, WhatsApp, and digital channels, while identifying recurring issues, service gaps, or opportunities to improve the customer journey. Review day-to-day customer service processes, queue management, case handling, and escalation practices to assess whether they remain effective, practical, and customer focused. Analyse service trends, recurring enquiries, complaints, and operational pain points, and translate observations into practical improvement suggestions. Work with underwriting, claims, operations, and other internal teams to discuss improvement opportunities, challenge existing ways of working constructively, and agree workable solutions. Follow up on agreed process changes, including coordinating actions, tracking progress, testing updates, gathering feedback, and helping embed improvements into daily operations. Handle complex enquiries, complaints, and service recovery cases with sound judgement, ensuring appropriate documentation, stakeholder alignment, and timely escalation where needed. Support the practical use of digital tools, automation, and AI-enabled outputs by checking accuracy, identifying gaps, providing feedback, and suggesting how tools can better support service delivery. Maintain accurate records of enquiries, complaints, case outcomes, process observations, and improvement actions to support reporting and management review. Coach team members on customer service skills, handling feedback, and applying new workflows to support consistent service standards and continuous improvement. Comply with internal policies, operational guidelines, data handling requirements, and applicable regulatory expectations while supporting continuous improvement. About You Strong customer service mindset, with the ability to handle enquiries professionally, empathetically, and consistently across multiple channels. Good communication skills in English and Cantonese, with the confidence to coordinate with internal teams and support more complex customer or operational matters. Comfortable working with systems, digital platforms, and operational processes, with a willingness to learn and adopt new tools, including automation and AI-enabled solutions. Able to work in a fast-paced environment, manage priorities, and respond flexibly to changing customer needs and service models. Good problem-solving skills, attention to detail, and the ability to identify service gaps or improvement opportunities. Insurance, customer service, or operations experience would be helpful. IIQE Paper 2 qualification is a preferred qualification, but we are also open to candidates with transferable skills and a strong service orientation.

Benefits

Additional Information

Primary Details Time Type: Full time Worker Type: Employee Role Highlights Hong Kong,Hybrid working arrangement and permanent role Happy to talk flexible working

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