Customer Service Advisor (Hotline) - 12 months contract

AIA Hong Kong and Macau; Hong Kong; On-site; HKD 200,880 - 312,480; Full time

Job summary

AIA Hong Kong and Macau is seeking a Customer Service Associate to manage customer inquiries and complaints regarding Life insurance operations. The successful candidate will handle various duties including documenting interactions, engaging with customers proactively, and achieving performance targets. Required qualifications include a Higher Diploma or equivalent, proficiency in English and Chinese, as well as strong interpersonal and analytical skills. Basic insurance knowledge is preferred. This role is essential for maintaining high service standards.

Qualifications

• Good command of spoken and written English and Chinese.
• Attentive to details and well-organized.
• Basic insurance knowledge is an advantage.

Responsibilities

• Handle customer enquiries and complaints regarding operations.
• Document interactions and communicate with business partners.
• Achieve performance targets for the team.

Skills

Customer centricity

Problem-solving

Interpersonal skills

Analytical skills

Education

Higher Diploma, Associate Degree, or University Degree

Job description

About the Role

Handles customer enquiries and complaints regarding all activities in individual Life insurance, Group Medical, Pension operation processes.

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