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Hong Kong, Hong Kong SAR, HK

ContactOne Service Desk Agent (12 months Contract)


About Swiss Re

Swiss Re is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime.

At Swiss Re we combine experience with creative thinking and cutting-edge expertise to create new opportunities and solutions for our clients. This is possible thanks to the collaboration of more than 13,000 employees across the world.

We offer a flexible working environment where curious and adaptable people thrive. Are you interested in joining us?


About the Role:

ContactOne is the Service Desk of Swiss Re providing support to internal and external customers for all operational services (e.g. IT, HR, Logistics, Legal, Communications, Sourcing and Corporate Real Estate services).

Our team is based in Hong Kong, consists of 7 agents and a Line Manager with additional teams based in Folkestone, Armonk and Hong Kong. HK operates in APAC shifts.


About the Team:

The main responsibility is to provide a first point of contact and first customer support for any customer inquiry received through the ContactOne service channels (e.g. phone, email, self-service portal tickets).

The primary focus is to resolve the customer inquiry at first contact or transfer the ticket to the dedicated support team using defined handling procedures and knowledge bases.

The job requires a strong customer orientation to deliver the highest possible level of customer satisfaction through professional inquiry handling, resolution and management, while understanding and following processes in a dynamic and changing environment.

Key responsibilities:
•Provide professional customer support for any inquiries received via the ContactOne channels
•Resolve inquiries at 1st contact where possible without the involvement of any additional team.
•Provide exemplary customer handling skills for maintaining high quality customer experience
•Log all inquiries into the Service Now ticketing tool accurately with comprehensive work notes and customer communication details. Adhere to Service Desk ticket handling processes and procedures.
•Responsible for tickets triage to the appropriate expert owner group.
•Provide feedback and proactively raise areas of improvement in fields of customer service, process, and tools
•Ensure availability is given for all operational hours (can include public holidays and weekends) and adhere to performance guidelines as required by Service Desk management to maintain operational efficiency of the ContactOne Service Desk.
•Ensure adherence to all Service Management processes, coordinating activities between multiple support groups to achieve agreed SLA's and OLA's.
•Participate in implementation of new services and releases for the ContactOne Service Desk readiness
•Support agent colleagues by sharing knowledge to improve overall customer experience
•Undertake any training and development required for the role and stay current with any changes to knowledge required to provide excellence in support of our customers.

•Adherence to Swiss Re policy and procedures around confidential, personal and sensitive data.


About You:

Candidates with education suit the position
High school (with diploma)

Personality requirements and skills
•You have proven work experience in a respective Support Desk environment (e.g. IT Service Desk , HR Service Desk, Logistics Service Desk, Corporate Real Estate Services, Customer Care Center, Contact Centre)
•An IT environment and/or IT Service Desk experience is a strong plus
•Experience with internal applications, tools and processes in their respective area is an advantage.
• Fluent in English – speaking and writing; German is a strong plus
•You have an excellent customer focused attitude, ability to build customer relationships and communicate effectively
•Understanding of confidential and professional handling of sensitive customer queries
•You have strong interpersonal skills, can do attitude, self-directed and highly motivated
•You are flexible and responsive with the capability to prioritize tasks and work under pressure
•Ability to apply negotiation and conflict resolution skill to difficult customer calls
•You are open-minded, flexible and team oriented personality
•Good communication skills with the ability to communicate at all levels
•You have excellent command of English, preferable with additional languages, German is advantage


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


Reference Code: 102961 


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