Customer Service Specialist

3 days ago

Hong Kong, Central and Western District, Hong Kong SAR China AIA International Limited. Full time

FIND YOUR 'BETTER' AT AIA

We don't simply believe in being 'The Best'. We believe in better - because there's no limit to how far 'better' can take us.

We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.

If you believe in better, we'd love to hear from you.

About the Role

Are you ready to make a positive and impactful difference in people's lives? Join AIA, a world-class finance and insurance company, as a Customer Service Ambassador at our Wealth Select Centre & Customer Service Centre in Hong Kong.

Responsibilities:

  • Serve customers and agents by addressing their enquiries, requests, complaints, and MCV verifications.
  • Follow operation procedures in compliance with documented procedures, service benchmarks, regulatory requirements, and company policies and practices.
  • Provide prompt and accurate services, policy information, and professional advice to customers.
  • Manage and resolve customer problems and elevated customer complaints.
  • Handle special requests relating to policy matters.
  • Collaborate with Premium Collection and Underwriting departments to provide one-stop MCV verification service.
  • Support case monitoring and investigation.
  • Provide quality services to customers and continuously identify areas for improvement.
  • Collect customer feedback and report operation problems to the Centre Head.
  • Contribute new ideas to enhance customer experience and work efficiency.
  • Coach and mentor team members, and prepare training material.
  • Support working partners and ensure smooth operation and service alignment.
  • Perform other assigned responsibilities and duties.
Requirements:
  • University/College graduate with 4-5 years' relevant experience OR Form Five plus at least 7-8 years' working experience.
  • Solid knowledge of life insurance.
  • Excellent communication and interpersonal skills.
  • Passionate about providing excellent customer service and driven by personal motivation.
  • Open to changes and challenges.
  • Proficient in both spoken and written English and Chinese, including Mandarin.
  • Relevant license required for regulated activities.
Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

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