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Assistant Manager, Complaint Resolution

Company

Zurich Insurance Company

Location

Hong Kong, Hong Kong

Posted

July 21, 2026

Position Overview

Job Accountabilities


  • Manage and resolve complex customer complaints received from customers, distributors and regulatory bodies

  • Conduct comprehensive investigation into the complaint cases, identify root causes and recommend sustainable solutions to prevent future issues

  • Work closely with customers and stakeholders to deliver fair, professional and customer-centric resolutions within agreed service standards

  • Prepare written responses and correspondence in professional manner

  • Analyse complaint trends, identify service gaps and recommend improvement initiatives to enhance operational effectiveness and customer satisfaction

  • Prepare management reports and support complaint governance & oversight meeting

  • Contribute to training and coaching for continuous improvement in service quality and customer experience

    • Job Qualifications

  • Bachelor's degree with minimum 7 years of experien...

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