Customer Service Officer

AXA Hong Kong and Macau; Hong Kong; On-site; HKD 201,000 - 312,000; Full time

Job summary

AXA Hong Kong and Macau is seeking a customer service professional to engage with existing clients, understand reasons for policy lapsation, and offer feasible retention solutions. You will explain plan features, notify updates, and guide policy changes while delivering timely, high-quality service.

You will resolve inquiries, escalate when needed, and work to meet monthly and yearly KPIs, contributing to continuous process improvements and completing training for ongoing development.

Qualifications

• Post-secondary education with customer service experience.
• Experience in banking or insurance is an advantage.
• IIQE License 1, 3, and 5 preferred.
• Good team player with strong computer literacy.
• Fluent in spoken and written English and Chinese (Mandarin and Cantonese).
• Customer-oriented with passion, patience, and a caring attitude.
• Strong interpersonal and communication skills.

Responsibilities

• Contact existing customers to identify reasons for policy termination and identify solutions to retain policies.
• Follow up with customers regarding policy retention, including explaining plan features and updates, and guiding policy changes.
• Resolve customer inquiries, including soft complaints, and elevate to supervisors when necessary.
• Meet service turnaround times and achieve team KPIs (monthly and yearly).
• Adhere to company standards and guidelines to deliver quality service and suggest workflow improvements.
• Participate in training courses for ongoing development.
• Perform other support duties as assigned.

Skills

Customer service

Communication skills

Interpersonal skills

Team player

Computer literacy

Bilingual English/Chinese

Education

Post-secondary education

IIQE License 1/3/5

Job description

• Contact existing customers to identify reasons for policy termination and lapsation, and provide feasible solutions to retain policies. (No cold calls required)
• Follow up with customers regarding policy retention, including explaining plan features, notifying about policy updates, and guiding policy changes.
• Resolve customer inquiries, including soft complaints, and elevate to supervisors when necessary, in a timely and professional manner.
• Meet service turnaround times and achieve team monthly and yearly KPIs.
• Adhere to company standards and guidelines to deliver quality service, and provide suggestions for workflow and process improvements.
• Participate in training courses for ongoing development.
• Perform other support duties as assigned.

Responsibilities

• Contact existing customers to identify reasons for policy termination and lapsation, and provide feasible solutions to retain policies. (No cold calls required)
• Follow up with customers regarding policy retention, including explaining plan features, notifying about policy updates, and guiding policy changes.
• Resolve customer inquiries, including soft complaints, and elevate to supervisors when necessary, in a timely and professional manner.
• Meet service turnaround times and achieve team monthly and yearly KPIs.
• Adhere to company standards and guidelines to deliver quality service, and provide suggestions for workflow and process improvements.
• Participate in training courses for ongoing development.
• Perform other support duties as assigned.

Qualifications

• Post-secondary education with customer service experience.
• Experience in banking or insurance is an advantage.
• IIQE License 1, 3, and 5 preferred.
• Good team player with strong computer literacy.
• Fluent in spoken and written English and Chinese (Mandarin and Cantonese).
• Customer-oriented with passion, patience, and a caring attitude.
• Strong interpersonal and communication skills.

About AXA Hong Kong And Macau

AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 52 markets and serving 92 million customers worldwide. Our purpose is to act for human progress by protecting what matters.

As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance. We are the largest General Insurance provider and a major Health and Employee Benefits provider. Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve. At the core of our service commitment is continuous product & service innovation and customer experience enrichment, which is achieved through actively listening to our customers’ needs and leveraging and investing in technology and digital transformation.

We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community. We are proud to be the first to address the importance of mental health through different products and services and thought leading iconic research. Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations. We are committed to integrating environmental, social and governance factors across our business and strive to contribute to a sustainable future through 3 distinct roles - as an investor, an insurer and an exemplary company.

AXA is an equal opportunity employer. We are committed to promoting Inclusion and Diversity (I&D) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential.

Our people strategies are designed to enhance employee well-being and professional growth, ultimately empowering them to excel within the company.

Click here to learn more about our Benefits (https://www.axa.com.hk/en/benefits), Culture (https://www.axa.com.hk/en/culture-and-values), & Career Development (https://www.axa.com.hk/en/career-development).