Customer Retention Specialist

1 month ago


Hong Kong, Central and Western District, Hong Kong SAR China AXA Group Full time
Job Title: Customer Retention Officer

About the Role:

We are seeking a highly motivated and customer-focused Customer Retention Officer to join our team. As a key member of our customer service team, you will be responsible for identifying and addressing customer needs, providing solutions to retain customers, and achieving team KPIs.

Key Responsibilities:

  • Call customers to understand their reasons for surrendering or lapsing and identify their needs.
  • Explain plan features and provide solutions to retain customers.
  • Achieve team monthly and yearly KPIs.
  • Cross-sell general insurance and life insurance products.
  • Provide follow-up service to orphan customers, explaining plan features, informing them of pending items, and providing guidance on policy changes.
  • Deliver prompt responses and good customer service within established turnaround standards.
  • Maintain and improve quality results by adhering to standards and guidelines, recommending improved procedures.
  • Resolve and follow up on customer inquiries and soft complaints, escalating priority issues to managers as needed.
  • Update job knowledge by studying new product descriptions, participating in educational opportunities, and undertaking e-learning exams and training.

About You:

We are looking for a candidate with a post-secondary education and customer service experience. A background in banking or insurance is an advantage. The ideal candidate will have excellent communication and interpersonal skills, be customer-oriented, and have a passion for delivering good customer service.

About AXA:

AXA is a leading global insurer with a presence in 54 markets and serving 105 million customers worldwide. We are committed to acting for human progress by protecting what matters. Our purpose is to help individuals, businesses, and societies thrive by providing integrated solutions across Life, Health, and General Insurance.

About the Entity:

AXA Hong Kong and Macau is a member of the AXA Group and is committed to being the insurance and holistic wellness partner to the individuals, businesses, and community we serve. We are proud to be the first insurer in Hong Kong and Macau to address the important need of mental health through different products and services.

What We Offer:

We offer excellent career prospects and attractive remuneration packages to the right candidates. We are committed to promoting diversity and inclusion by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued.



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