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Customer Service Advisor (Hotline)

AIA International Limited. Hong Kong
Posted 4 days ago Permanent Competitive
FIND YOUR 'BETTER' AT AIA

We don't simply believe in being 'The Best'. We believe in better - because there's no limit to how far 'better' can take us.

We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.

If you believe in better, we'd love to hear from you.

About the Role

Handles customer enquiries and complaints regarding all activities in individual Life insurance/ Group Medical/ Pension operation process

Roles and Responsibilities:

Hotline Operation
  • 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
  • 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
Other responsibilities
  • Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements.
  • Achieves the individual performance targets;
  • Achieves the Service Hotline team performance targets.
Minimum Job Requirements:
  • Higher Diploma, Associate Degree or University Degree holder
  • Good command of spoken and written English and Chinese & PC skills
  • Pro-active, independent, analytical, patient and able to work under pressure
  • Good interpersonal skills, self-initiative with a passion for customer centricity
  • To be committed to provide a high standard of service to our members
  • Attentive to details, well-organized with good problem-solving skills
  • Basic insurance knowledge would be definitely an advantage
  • IIQE Paper 1& 3 holder is essential, IIQE 2& 5 is preferred
Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.
Job ID  JR-13367
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