Claims Operation & Contact Centre Advisor (HK Region)

AIA Hong Kong and Macau; Malaysia; On-site; MYR 45,000 - 67,000; Full time

Job summary

AIA Hong Kong and Macau is seeking a customer service professional to support Hong Kong customers from IOI City Mall, Putrajaya. You will respond to inquiries via email and live chat, deliver accurate information on insurance products, and assist with claims handling in a fast-paced environment.

The role requires a Diploma or Bachelor's Degree, strong English and Mandarin communication, and the ability to manage multiple cases with attention to detail.

Qualifications

• Diploma or Bachelor's Degree in any discipline.
• Prior experience in customer service, policy administration, or claims operations within the insurance industry is preferred.
• Strong verbal and written communication skills in English and Mandarin to support Hong Kong customers.
• Ability to handle customer inquiries professionally and manage multiple cases in a fast-paced environment.
• Customer-oriented with strong problem-solving, organizational, and attention-to-detail skills.
• Proficient in Microsoft Office applications and comfortable using customer service systems.
• Willing to work according to the Hong Kong business calendar and public holidays schedule.
• Willing to be based at IOI City Mall, Tower 1, Putrajaya.

Responsibilities

• Act as the first point of contact for Hong Kong (HK) customers, handling inquiries via email and live chat.
• Provide accurate information on insurance products, policies, and claims, and resolve customer issues promptly.
• Manage customer cases efficiently, ensuring timely resolution and compliance with company standards and SLA requirements.
• Deliver high-quality customer service and maintain accurate records in the TIPS system.
• Complete assigned tasks, support ad hoc activities, and ensure seamless service delivery.
• Provide cross-support to Claims Operations and other functional teams as required.
• Maintain knowledge of insurance products, customer operations, and industry best practices to support effective service delivery.

Skills

Verbal communication

Written communication

English

Mandarin

Customer service

Problem solving

Attention to detail

Organizational skills

MS Office

Education

Diploma or Bachelor's Degree

Tools

MS Office

Job description

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. It’s about finding new ways to not only better people’s lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030. And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business. Sound like you? Then read on.

About the Role

Responsible for handling customer inquiries via telephone, email, or online platform.

Job Scope

• Act as the first point of contact for Hong Kong (HK) customers, handling inquiries via email and live chat.
• Provide accurate information on insurance products, policies, and claims, and resolve customer issues promptly.
• Manage customer cases efficiently, ensuring timely resolution and compliance with company standards and SLA requirements.
• Deliver high-quality customer service and maintain accurate records in the TIPS system.
• Complete assigned tasks, support ad hoc activities, and ensure seamless service delivery.
• Provide cross-support to Claims Operations and other functional teams as required.
• Maintain knowledge of insurance products, customer operations, and industry best practices to support effective service delivery.

Job Requirement

• Diploma or Bachelor's Degree in any discipline.
• Prior experience in customer service, policy administration, or claims operations within the insurance industry is preferred.
• Strong verbal and written communication skills in English and Mandarin to support Hong Kong (HK) customers.
• Ability to handle customer inquiries professionally and manage multiple cases in a fast-paced environment.
• Customer-oriented with strong problem-solving, organizational, and attention-to-detail skills.
• Proficient in Microsoft Office applications and comfortable using customer service systems.
• Willing to work according to the Hong Kong business calendar and public holidays schedule.
• Willing to be based at IOI City Mall, Tower 1, Putrajaya.

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

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. It’s about finding new ways to not only better people’s lives, but to better the communities and environments we live in. As the largest listed company on the Hong Kong Stock Exchange, we’ve been proudly making a difference for people and communities across Asia for over a century. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way. Inspiring and supporting you to thrive - not just at work, but in life. Believe in better with AIA.

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