Customer Service Advisor (Hotline) - 12 months contract

AIA; Hong Kong; On-site; HKD 179,000 - 257,000; Full time

Job summary

AIA Shared Services in Hong Kong seeks a dedicated customer service professional to handle enquiries and complaints across Life insurance, Group Medical, and Pension operations. You will interact with customers, document activities, and collaborate with partners to resolve issues while meeting performance targets.

The role requires good bilingual communication, attention to detail, and the ability to work under pressure. Insurance knowledge and IIQE qualifications are highly valued.

Qualifications

• 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, IIQE2&5 is preferred.

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.

Skills

Customer service

Communication

English & Chinese

Analytical

Teamwork

Education

Higher Diploma

Associate Degree

University Degree

Job description

FIND YOUR 'BETTER' AT AIA We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us. We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives. If you believe in better, we’d love to hear from you.

About the Role

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

• 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, IIQE2&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.

"Better" starts with people who reimagine what is possible and turn ideas into meaningful action. At AIA, you will contribute in your own way, help shape outcomes that matter and collaborate with colleagues across disciplines, teams, markets and levels. We will support you to broaden your perspective, strengthen your capabilities and grow your impact. Together, we challenge assumptions, learn from one another and find better ways forward. Bring your ambition, experience and ideas to AIA, and help shape what “better” looks like.

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