Insurance Customer Retention Specialist

AXA Hong Kong and Macau; Hong Kong; Vor Ort; HKD 180.000 - 240.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

English & Chinese fluency

Team player

Computer literacy

Interpersonal skills

Customer service mindset

Ausbildung

Post-secondary education

Jobbeschreibung

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.