Customer Service Expert for Sustainable Future

6 days ago


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

About the Role

Contribute to customer service excellence by handling enquiries, requests, and complaints in accordance with quality objectives and company principles.

  • Serve customers and agents in areas of enquiries, requests, complaints, and MCV verifications.
  • Execute operation procedures in compliance with documented procedures, service benchmarks, regulatory requirements, company policies, and practices.
  • Provide prompt services and accurate policy information with professional advice.
  • Handle customer problems and complaints tactfully.
  • Escalate cases upward timely with reference to applicable guidelines.
  • Work with premium collection and underwriting to provide one-stop MCV verification service to customers.

Quality Assurance and Continuous Improvement

  • Provide quality services to customers with continuous improvement.
  • Collect customer feedback for continuous improvement.
  • Report regularly to superiors of any operation problems encountered and suggest action items.
  • Suggest improvement ideas to enhance customer experience and improve efficiency and effectiveness of works.
  • Participate in projects or assignments relating to service enhancement.

Support to Working Partners

  • Provide support within and across teams to ensure smooth operation and achieve service alignment.
  • Equip other CS skill sets via job rotation or attachment.
  • Provide support within and across teams within self's knowledge and ability.
  • Act as a trainer or mentor to bring up trainees.

Job Requirements:

  • University/College graduate with 2-3 years' relevant experience OR Form Five plus at least 6-7 years' working experience.
  • Solid knowledge of life insurance.
  • Good communication and interpersonal skills.
  • Service-oriented and self-motivated.
  • Able to deal with difficult customers.
  • Positive to changes and challenges.
  • Proficient in both spoken and written English and Chinese including Mandarin.

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