Insurance Policy Retention & Service Specialist

AXA Hong Kong and Macau; Hong Kong; On-site; HKD 201,000 - 324,000; Full time

Job summary

AXA Hong Kong and Macau is seeking a Customer Service Officer with an insurance background preferred and 1-4 years of experience. The role requires fluent English and Chinese (Mandarin and Cantonese) and a customer-oriented mindset.

The candidate should be a strong team player with good computer literacy, capable of handling policy retention, inquiries, and escalations. The position emphasizes delivering quality service, meeting KPI targets, and participating in ongoing training while supporting

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 retain policies.
• Follow up with customers regarding policy retention and updates.
• Resolve customer inquiries and escalations with supervisors when needed.
• Meet service turnaround times and achieve team monthly and yearly KPIs.
• 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

Fluent English

Fluent Chinese

Education

Post-secondary education

IIQE License 1, 3, 5 preferred

Job description

AXA Hong Kong and Macau is seeking a Customer Service Officer with an insurance background preferred and 1-4 years of experience. The role requires fluent English and Chinese (Mandarin and Cantonese) and a customer-oriented mindset.

The candidate should be a strong team player with good computer literacy, capable of handling policy retention, inquiries, and escalations. The position emphasizes delivering quality service, meeting KPI targets, and participating in ongoing training while supporting