Customer Service Advisor (Hotline) - 12 months contract

aia; Hong Kong; On-site; HKD 180,000 - 240,000; Full time

Job summary

AIA Hong Kong is seeking a Customer Service Specialist to handle enquiries and complaints related to Life insurance, Group Medical, and Pension operations. The role emphasizes proactive communication, accuracy in documentation, and collaborative problem-solving with internal teams.

The ideal candidate will have an equivalent diploma or degree, strong English and Chinese language skills, and IIQE certification.

Qualifications

• Equivalent diploma or degree holder.
• Good command of English and Chinese (spoken and written).
• Proactive, independent, analytical, patient, and able to work under pressure.
• Good interpersonal skills and customer-centric mindset.
• IIQE Paper 1&3 holder is essential; IIQE 2&5 preferred.
• Basic insurance knowledge is advantageous.

Responsibilities

• Handle customer enquiries and complaints across all activities in Life insurance, Group Medical, and Pension operations.
• Report problems, potential crises, and complaints to supervisor for service improvement.
• Engage with customers through proactive follow-up on cases.
• Document call activities in the system and in logs.
• Coordinate with AIAHK Business Partners to resolve issues and meet targets.
• Perform other duties as assigned by supervisor to meet operational needs.

Skills

Customer service

Communication

Analytical thinking

Attention to detail

Teamwork

Under pressure

Bilingual English/Chinese

Education

Higher Diploma / Associate Degree / Bachelor's

Tools

PC skills

Job description

About the Role

Handles customer enquiries and complaints regarding all activities in individual Life insurance/ Group Medical/ Pension operation process

Responsibilities

• Handle customer enquiries and complaints regarding all activities in Operation process such as Underwriting, Policy Owner Service, and Claims for different lines of business
• Report problems, potential crisis, and complaints to supervisor for service improvement
• Engage with customers through proactive communication for follow-up cases
• Implement empowerment guidelines
• Document call activities in system
• Document follow up items in log sheet or send email to AIAHK Business Partners
• Work closely with AIAHK Business Partners to resolve the complaints and uncertain issues
• Achieve the individual performance and the Service Hotline team performance targets.
• Perform other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements.

Requirements

• Equivalent experience or a Higher Diploma, Associate Degree, or University Degree holder
• Good command of spoken and written English and Chinese & PC skills
• Proactive, independent, analytical, patient, and able to work under pressure
• Good interpersonal skills, self-initiative with a passion for customer centricity
• Committed to providing 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

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.