Customer Service Representative

3 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China AIA Full time
{"About the Role

As a Customer Service Advisor at AIA, you will be responsible for handling customer enquiries and complaints regarding all activities in individual Life insurance/ Group Medical/ Pension operation process.

Your key responsibilities will include:

Hotline Operation

* Handles customer enquiries and complaints regarding all activities in Operation process such as Underwriting, Policy Owner Service, and Claims for different line of business
* Reports problems, potential crisis and complaint to supervisor for service improvement;
* Makes outbound call to customers for follow-up cases;
* Executes empowerment guidelines;

Administrative Works

* Documents call activities in system
* Documents follow up items in log sheet or send email to AIAHK Business Partners
* Works closely with AIAHK Business Partners to resolve the complaints and uncertain issues

Other responsibilities

* Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements.
* Achieves the individual performance targets;
* Achieves the Service Hotline team performance targets.

Minimum Job Requirements:

* Higher Diploma, Associate Degree or University Degree holder
* Good command of spoken and written English and Chinese & PC skills
* Pro-active, independent, analytical, patient and able to work under pressure
* Good interpersonal skills, self-initiative with a passion for customer centricity
* To be committed to provide a high standard of service to our members
* Attentive to details, well-organized with good problem-solving skills
* Basic insurance knowledge would be definitely an advantage
* IIQE Paper 1& 3 holder is essential, IIQE 2& 5 is preferred

What We Offer:

As a Customer Service Advisor at AIA, you will have the opportunity to work in a dynamic and supportive team environment, with a focus on delivering exceptional customer service and experience.

If you are a motivated and customer-focused individual who is passionate about delivering excellent service, we encourage you to apply for this exciting opportunity.

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