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!

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’!

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!

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’!

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 via our digital platform. We are currently offering Pet, Fire, Critical Illness and Home Insurance and expected to provide wider coverage to the general public in the coming year.

Want to join us and make a change? We are looking for a Senior Customer Care Manager to support us in a fast-paced environment.

If you are attentive to details and with good problem-solving skill, come and join our team!

What you will be doing:

• Lead the Customer Care team to deliver professional advice and exceptional customer service, ensuring high service standards through regular service quality assessments.
• Provide training and coaching to ensure team members comply with internal policies and external regulatory requirements while enhancing service quality and productivity.
• Resolve complex customer cases effectively, aligning with company policies and procedures.
• Analyze customer complaints, feedback, and internal workflows to identify service gaps, recommending actionable improvements to systems and processes to exceed customer expectations.
• Oversee the customer service function, developing and implementing improvement plans for management, planning, and organization to enhance the Customer Care team’s performance.
• Develop and maintain resource forecasts to ensure adequate resources, aligning with customer expectations and business objectives.
• Stay informed on industry best practices and emerging technologies to drive continuous improvement in customer experience and satisfaction.

What we are looking for:

• Bachelor’s degree in any discipline
• At least 5-7 years’ solid experience in customer service management including experience in leading an Omni-Channel customer service operation
• Experience in General insurance industry and holder of IIQE paper 1 & 2 licenses
• Proficiency with customer service-related technologies and solutions, including CRM systems, data analytics, management reporting and presentation tools
• Demonstrated experience in leading service improvement projects, business analysis and process management
• Strong analytical, organizational and interpersonal skills
• Customer-centric mindset, attentive to details and a self-starter
• Ability to manage workloads independently, meet tight deadlines, and achieve goals with minimal supervision.

What you’ll be doing?

• Handle regulatory complaints, ensuring adherence to industry standards and requirements. Address escalated customer queries from all service teams in a professional manner, using tactful customer service skills to resolve issues effectively.
• Conduct quality assurance audits to monitor service performance. Provide coaching to all service teams’ members to uphold high standards of customer service.
• Collect and analyze customer feedback on dissatisfaction and complaints. Consolidate data into reports to identify trends and recommend improvements to company products and services.
• Provide support to various departments, including Customer service, Claims, Policy Administration, and Product/Project Management. Facilitate communication and collaboration to ensure smooth operations and achieve company goals.
• Handle assigned tasks and ad-hoc duties as required. Support management in coordinating team efforts, streamlining processes, and maintaining efficient operations.

Who are we looking for?

• High school certification or above, bachelor’s degree is a plus.
• 2-3 years of experience with the general insurance industry is preferred 
• IIQE Paper 1 and 2 Certificates is required
• 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
   
   

Why You Should Consider This Opportunity

We offer a competitive remuneration package with attractive fringe benefits, including:

• 5-day work week
• Performance bonus
• 20 days of annual leave
• Leave for birthdays, marriage, parental needs, and new pets
• Medical insurance
• A flat organizational structure
• A vibrant and energetic team
• Shift allowances
• Comprehensive training
• Flexible work-from-home options

Ready to join us? Apply now to submit your resume with date of availability and expected salary to us!