Senior Associate, Customer Services

Role Highlights

• Hong KongHybrid working arrangement and permanent role

• Happy to talk flexible working

The Opportunity

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 Kongs 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. Youll 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.

Were an international insurer with more than 13000 people working across 26 countries which means were big enough for your ambitions yet small enough for you to make a real impact. Its an exciting time. Were 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 youll 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

We offer a range of benefits to help provide holistic support for your work life whatever your circumstances. As a QBE employee you will have access to and benefit from:

• Hybrid Working a mix of working from home and in the office to enhance your work/life balance

• Life Leave supporting the life events we all experience leaving your annual leave for rest

• Free holistic wellbeing coaching nutritional confidential counselling financial and legal advice

Awards & Recognition

We value our employees experience with us and are proud to have been recognised for the following awards:

• Qorus Reinvention Awards APAC 2025: Gold winner in the ESG category

• Digital Insurance Awards APAC: Digital Insurance - Insurer Leader 2025

• HKB Technology Excellence Awards: Automation - Insurance

How to Apply

If youre looking for a career that combines your expertise and your empathy click Apply today.

Your career. At the heart of it.

Skills:

How to Apply:

To submit your application click Apply and follow the step by step process.

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.