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Customer Service Executive (粵語 - Cantonese Speaking)
Job summary
A global insurance provider is seeking a Customer Service Representative to manage customer inquiries and complaints related to insurance policies. Candidates should have 1-2 years of experience in a customer service environment, fluency in Cantonese, and the ability to read and type Mandarin. The role involves delivering excellent service, documenting activities, and following up with customers. The position is based in Cyberjaya, with shifts including weekends and public holidays.
Benefits
Qualifications
- Minimum 1 to 2 years of experience in customer service in call center environment or insurance industries.
- Fluent in spoken Cantonese and able to read and type Mandarin.
- Strong customer service orientation and problem-solving skills.
Responsibilities
- Handles customer enquiries and complaints related to insurance.
- Delivers world-class customer service to customers in Hong Kong.
- Documents call activities and follow-up items.
Skills
Tools
Handles customer enquiries and complaints related to insurance policy operation process such as Underwriting, Policy Owner Service, and Claims (PA approval, case assessment, appointment booking).
Deliver world‑class customer service, while responding to customer’s inquiries and concerns via calls, email or live chat for the Hong Kong market.
Reports problems, potential crisis and complaint to supervisor for service improvement.
Makes outbound call to customers for follow‑up cases.
Documents call activities in system.
Documents follow up items in log sheet or send email to AIA Hong Kong Business Partners and Panel strategic partners.
Works closely with AIA Hong Kong Business Partners and Panel strategic partners to resolve the complaints and uncertain issues.
Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements.
Meet and exceed quality goals, compliance regulations and productivity targets.
Minimum 1 to 2 years of experience in customer service in call center environment / healthcare / insurance industries.
Fluent in spoken Cantonese and able to read and type Mandarin (simplified & traditional)
Certifications / licenses – LOMA / other customer service certified would be an added advantage.
Experience in Group Insurance is an added advantage.
Strong customer service orientation, with good communication and problem‑solving skills with strong attention to detail.
High level of customer centricity mindset with dedication to deliver exceptional quality services for customers.
Ability to be resilient in face of difficult situations.
Self‑motivated and proficient in Microsoft Office.
Good commitment at work, good attitude, willing to learn.
Training will be provided.
Able to adapt desk‑bound working environment, working shift including weekend on rotation basis & able to work overtime beyond normal office hour (including weekend & public holiday).
The role is required to follow Hong Kong working calendar.
Able to work onsite in our Cyberjaya office (4 days WFO + 1 day WFH)
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* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.