Customer Service Associate - Hong Kong

AXA Global Healthcare (Hong Kong) Limited; Hong Kong; On-site; HKD 201,000 - 290,000; Full time

Benefits offered by this job

Generous annual leave

Training and development opportunities

Employee wellbeing focus

Career progression opportunities

Medical and dental insurance

20% shift allowance

Job summary

AXA Global Healthcare (Hong Kong) Limited is establishing a new customer support hub in Hong Kong to serve clients, members, brokers and partners across Asia. The Customer Service Associate will play a pivotal role in delivering a seamless experience for globally mobile customers and help shape a regional capability from day one.

You will work with colleagues across markets and time zones, delivering service through phone, email and digital channels while supporting benefits, eligibility,

Qualifications

• Experience in a customer-facing role.
• Excellent verbal and written communication in English, Cantonese and Mandarin.
• Strong customer focus with empathy and professionalism.
• Ability to manage multiple priorities and adapt in a fast-paced environment.

Responsibilities

• Deliver exceptional customer service through phone, email, and digital channels.
• Support members with enquiries related to benefits, eligibility, pre-authorisations and claims.
• Build trusted relationships with customers, brokers and providers.
• Use judgment and tools to identify best outcomes for customers.
• Ensure interactions are accurate, professional and aligned with service standards.
• Manage cases from enquiry to resolution with clear, timely updates.

Skills

Customer service

Communication

Multilingual

Tools

CRM systems

Job description

Are you passionate about delivering exceptional customer experiences and looking for an opportunity to be part of something new and exciting?

AXA Global Healthcare is expanding its regional service model and are creating a new customer support hub in Hong Kong. This is a unique opportunity to join a growing team at the beginning of its journey and help shape a world-class support infrastructure that serves clients, members, brokers, and partners across Asia and the wider region.

As a Customer Service Associate, you’ll play a pivotal role in delivering a seamless experience to globally mobile customers, acting as a trusted point of contact throughout their healthcare journey. Working within a truly regional environment, you’ll collaborate with colleagues across multiple markets and time zones to provide outstanding service and support when it matters most.

This is more than a customer service role. It is an opportunity to contribute to the development of a strategically important regional capability that will enhance how AXA Global Healthcare supports members and broker partners across our international network.

At AXA Global Healthcare, our ambition is to be the leading global healthcare partner for internationally mobile individuals and businesses. To achieve this, we’re investing in our people, technology, and service operations across key global locations.

Our Hong Kong team will be instrumental in delivering:

Enhanced regional support for customers, clients, and broker partners.

Faster and more connected service across Asian markets.

A truly international operating model with global collaboration.

Continuous improvement initiatives that shape the future of our service experience.

If you’re looking for a career where you can make a meaningful impact while developing within a global organisation, we’d love to hear from you.

What you'll be doing:

As a Customer Service Associate, you’ll:

Deliver exceptional customer service through phone, email, and digital channels.

Support members with enquiries relating to healthcare benefits, eligibility, pre-authorisations, and claims.

Build trusted relationships with customers, clients, healthcare providers, and broker partners.

Use your judgement, problem-solving skills, and available tools to identify the best outcomes for customers.

Ensure all customer interactions are handled accurately, professionally, and in accordance with service standards.

Manage customer cases from initial enquiry through to resolution, providing clear and timely updates throughout.

Work closely with colleagues across international locations to ensure a consistent regional customer experience.

Contribute ideas and feedback that help shape processes, improve operational efficiency, and support the growth of the Hong Kong hub.

Remain calm and empathetic when supporting customers during challenging or sensitive situations.

What you'll bring

We're looking for individuals who are passionate about customer service and excited by the opportunity to help build a growing regional operation.

You’ll ideally have:

Experience in a customer-facing or customer service role.

Excellent verbal and written communication skills in English, Cantonese and ideally Mandarin. Additional Asian language capabilities would be highly valued.

A strong customer focus, with the ability to demonstrate empathy, professionalism, and sound judgement.

The confidence to build rapport with a diverse range of customers and stakeholders.

Strong problem-solving skills and the ability to manage multiple priorities effectively.

Excellent attention to detail and a commitment to delivering high-quality outcomes.

Resilience and adaptability within a fast-paced and evolving environment.

Experience working with multiple systems and technology platforms simultaneously.

A collaborative mindset and enthusiasm for working within a diverse, multicultural team.

What makes this opportunity different

Joining AXA Global Healthcare's Hong Kong operation means becoming part of a strategic growth initiative from day one.

You’ll have the opportunity to:

Help establish and shape a new regional service capability.

Work within an international organisation supporting customers across multiple countries and cultures.

Develop expertise in global healthcare and international customer support.

Build a long-term career within a growing global business.

Contribute directly to the success of a regional operating model designed to deliver exceptional service for our customers and broker partners.

What we offer

At AXA Global Healthcare, we’re committed to providing our employees with a rewarding and fulfilling work environment. In addition to a competitive salary, we offer a range of benefits including:

• Generous annual leave and flexible work arrangements
• Ongoing training and development opportunities
• Strong focus on employee wellbeing and work-life balance
• Opportunities for career progression
• Comprehensive medical and dental insurance coverage
• Our shift patterns are designed to offer 24/7 support to our customers and involve a blend of day shifts, night shifts and weekends and will earn you 20% shift allowance in addition to your basic salary.

For example:

Early Shift – starting between 6.00am – 8.00am.

Core Shift – starting between 8.00am -10.30am.

Night Shift – starting at 10pm.

Who we are:

Proud to be part of the AXA Group, AXA – Global Healthcare specialise in supporting the healthcare needs of globally mobile citizens, around the world. From a routine medical check up to a lengthy hospital stay, individuals and businesses have relied on the global support and protection we offer, for more than 55 years. Today, we support members living in more than 200 countries from our global hubs in the UK, Europe, Asia, India, USA and Middle East.