This role is to drive adoption of various digital tools through providing supports and delivering change management activities

• Handle in-bound queries from users through different channels (such as hotline, email, live chat)
• Provide on-site face-to-face support to users to resolve their issue encountered during usages
• Deliver and arrange roadshow for agencies or brokers based on business to promote usages / new functions / benefits of various digital platforms for distributors
• Assist in collecting user feedback on digital platforms through formal / informal engagement with users for continuous development / enhancement
• Assist in preparing and reviewing training materials and coordinating the training with agency training department
• Responsible for preparing and distributing adoption reports for tracking the usages.
• Assist in investigating the root causes of system incidents and communicating the progress with user.
• Assist in preparing promotional materials and events in order to create awareness and promote benefits of digital platform
• Assist in performing ad-hoc assigned, such as internal training, agency events

Job Requirements:

• Higher diploma or above, preferably in Business, Finance, IT, Computer Science or related disciplines
• Minimum 1 year of experience in customer service, frontline sales or related duties
• Pleasant, polite and positives with customer-centric mindset and good communications skills
• Basic knowledge of financial services &/or insurance industry (preferred)
• Willing to work on shift duties in weekends
• Proficiency in spoken and written Chinese and English