Description

Location:Hong Kong, Hong Kong SAR, HK

About the Team

ContactOne is Swiss Re's global Service Desk, providing first-level support for internal and external customers across a wide range of operational services including IT, HR, Logistics, Legal, Communications, Sourcing, and Corporate Real Estate.

Our Hong Kong team operates in APAC shifts and consists of six agents and a Lead, working closely with teams in Folkestone, Bratislava and Mexico City.

About the Role

This is a contract role for 6 months. In this role, your key responsibilities will include:

• Serve as the first point of contact for inquiries via phone, email, self-service portal, and chat.

• Resolve customer inquiries at first contact whenever possible.

• Deliver high-quality customer service and maintain professional support.

• Accurately log all inquiries into ServiceNow with detailed notes and communication records.

• Triage tickets to appropriate support teams following defined procedures.

• Identify and suggest improvements in customer service, processes, and tools.

• Ensure availability during operational hours, including public holidays and weekends.

• Adhere to service management processes and coordinate across support groups to meet SLAs and OLAs.

• Participate in onboarding new services and releases for ContactOne readiness.

• Share knowledge and support colleagues to enhance team performance.

• Stay up to date with training and evolving knowledge requirements.

• Handle confidential and sensitive data in accordance with Swiss Re policies.

About You

• Minimum 1 year of experience in a support desk or contact center environment (e.g., IT, HR, Logistics, Corporate Real Estate).

• IT Service Desk experience is a strong advantage.

• Familiarity with internal tools and processes is beneficial.

• Fluent in English (spoken and written),

• Excellent customer service skills and ability to build rapport.

• Professional handling of sensitive and confidential queries.

The base salary range for this position will be shared with you during the interview process.

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. Combining experience with creative thinking and cutting-edge expertise, we create new opportunities and solutions for our clients. This is possible thanks to the collaboration of more than 14,000 employees across the world.

Our success depends on our ability to build an inclusive culture encouraging fresh perspectives and innovative thinking. We embrace a workplace where everyone has equal opportunities to thrive and develop professionally regardless of their age, gender, race, ethnicity, gender identity and/or expression, sexual orientation, physical or mental ability, skillset, thought or other characteristics. In our inclusive and flexible environment everyone can bring their authentic selves to work and their passion for sustainability.

If you are an experienced professional returning to the workforce after a career break, we encourage you to apply for open positions that match your skills and experience.

Keywords:
Reference Code: 135989

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