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Customer Service Representative

2 months ago

Hong Kong, Central and Western District, Hong Kong SAR China AXA Group Full time
About the Role

We are seeking a highly skilled and experienced professional to join our team as a Senior Customer Care Associate. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, resolving complex issues, and ensuring that our customers receive the highest level of satisfaction.

Key Responsibilities
  • Customer Service: Provide timely and effective responses to customer inquiries, resolving issues and concerns in a professional and courteous manner.
  • Issue Resolution: Investigate and resolve complex customer complaints and issues, escalating to senior management as necessary.
  • Quality Assurance: Maintain and improve quality results by adhering to standards and guidelines, ensuring that customer service standards are met.
  • Team Support: Provide support and guidance to team members, helping to resolve issues and improve customer satisfaction.
  • Documentation: Document all customer interactions and issues, maintaining accurate records and reports.
  • Ad Hoc Tasks: Perform ad hoc tasks as required, supporting the team and ensuring service continuity.
Requirements
  • Education: University graduate with at least 3 years of customer service experience, preferably in a call centre and correspondence environment.
  • Skills: Excellent communication and interpersonal skills, with the ability to work under pressure and maintain a high level of accuracy.
  • Language: Proficient in written and spoken English and Chinese, with fluency in Putonghua an advantage.
  • Software: Familiarity with MS Word, Excel, and Chinese Word Processing.
About AXA

AXA is a leading global insurer, committed to acting for human progress by protecting what matters. We are a force for good, fostering progress in all its dimensions and promoting diversity and inclusion in the workplace.

We offer excellent career prospects and attractive remuneration packages to the right candidates, who share our values and commitment to excellence.