Customer Service Officer (Insurance Background Preferred, 1-4 Years)

AXA Hong Kong and Macau; Hong Kong; Presencial; HKD 180.000 - 240.000; Jornada completa

Descripción de la vacante

AXA Hong Kong and Macau is seeking a customer service professional to engage with existing clients, explain policy features, and assist with policy retention and updates. The role requires strong English and Chinese language skills, teamwork, and a courteous, patient approach to customer care.

Responsibilities include handling inquiries, resolving issues, meeting KPIs, and contributing to process improvements. Banking/insurance experience and IIQE licenses are advantageous.

Formación

• Post-secondary education with customer service experience.
• Experience in banking or insurance is an advantage.
• IIQE License 1, 3, and 5 preferred.
• 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.

Responsabilidades

• 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 escalate 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.

Conocimientos

English & Chinese fluency

Team player

Computer literacy

Interpersonal skills

Customer service mindset

Educación

Post-secondary education

Descripción del empleo

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).

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 escalate 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.