Service, Advisor I

AIA Hong Kong and Macau; Hong Kong; On-site; HKD 167,000 - 234,000; Full time

Job summary

AIA Hong Kong and Macau is seeking a Customer Service Advisor to handle customer inquiries via telephone, email, or online platforms. The role involves hotline operations, documentation of call activities, and collaboration with partners to resolve complaints across insurance-related services.

The position requires secondary education with several years of experience in customer service or insurance, and licensing knowledge (IA/MPFA) may be required for regulated activities.

Qualifications

• Secondary education graduate with 4 years working experience.
• Candidates with higher academic qualification or more relevant working experience may be considered as Customer Service Advisor.
• Minimum 2-3 years relevant experience in Insurance / Customer Service / hotline service.
• Hands-on experience in customer service.
• Basic insurance or MPF knowledge would be definitely an advantage.

Responsibilities

• Handles customer enquiries via Hotline Operation (for different line of business) and via telephone, email, or online platform.
• Documents call activities in system and logs follow-up items.
• Works with Business Partners to resolve complaints and ensure service quality.
• Performs other responsibilities periodically assigned by supervisor.

Education

Secondary education

Job description

Start building a career with purpose.

At AIA, your perspective, curiosity and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will learn through meaningful work, collaborate with experienced colleagues and build practical skills as you turn fresh ideas into positive outcomes and a more sustainable future for our customers and communities.

Join us to explore new possibilities, grow through real experiences and start making an impact across Asia.

About The Role
Responsible for handling customer inquires via telephone, email, or online platform

Start building a career with purpose.

At AIA, your perspective, curiosity and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will learn through meaningful work, collaborate with experienced colleagues and build practical skills as you turn fresh ideas into positive outcomes and a more sustainable future for our customers and communities.

Join us to explore new possibilities, grow through real experiences and start making an impact across Asia.

About The Role
Responsible for handling customer inquires via telephone, email, or online platform

Roles And Responsibilities

Hotline Operation (75%)

• Handles customer enquiries and complaints regarding all activities in Operation process such as Underwriting, Policy Owner Service, and Claims for different line of business
• Reports problems, potential crisis and complaint to supervisor for service improvement
• Makes outbound call to customers for follow-up cases
• Executes empowerment guidelines

Administrative Works (20%)

• Documents call activities in system
• Documents follow up items in log sheet or send email to AIAHK Business Partners
• Works closely with AIAHK Business Partners to resolve the complaints and uncertain issues

Others (5%)

• Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements

Minimum Job Requirements

• Secondary education graduate with 4 years working experience
• Candidates with higher academic qualification or more relevant working experience may be considered as Customer Service Advisor
• Minimum 2-3 years relevant experience in Insurance / Customer Service / hotline service
• Hands-on experience in customer service
• Basic insurance or MPF knowledge would be definitely an advantage

Others

• You are required to obtain the license of Insurance Authority (IA) (Paper 1,2,3,5) and Mandatory Provident Fund Schemes Authority (MPFA) (Paper 4)
• You are required to obtain the relevant license(s) if your job involves regulated activities

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.