Senior Officer / Officer, Customer Service (Customer Retention)

Responsibilities :

• Responsible for contacting the existing customers to identify the reasons of policy termination and lapsation and provide feasible solutions to retain the policies (No cold call is required)
• Provide follow up services to customers for policy retention such as explaining the plan feature, informing about the policy notification, and providing guidance on policy changes
• Resolve customers’ enquiries including soft complaints and escalated from CCA in a timely and professional manner
• Meet service turnaround time and achieve Team monthly & yearly KPIs
• Adhere to company standards and guidelines to deliver quality service and provide recommendations for workflow and procedure improvement
• Enhance job knowledge through participating in training courses
• Perform other support duties as assigned

Qualifications :

About AXA Hong Kong and Macau

AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 51 markets and serving 94 million customers worldwide. Our purpose is to act for human progress by protecting what matters.

As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance. We are the largest General Insurance provider and a major Health and Employee Benefits provider. Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve. At the core of our service commitment is continuous product & service innovation and customer experience enrichment, which is achieved through actively listening to our customers’ needs and leveraging and investing in technology and digital transformation.

We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community. We are proud to be the first to address the importance of mental health through different products and services and thought leading iconic research. Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations. We are committed to integrating environmental, social and governance factors across our business and strive to contribute to a sustainable future through 3 distinct roles - as an investor, an insurer and an exemplary company.

AXA is an equal opportunity employer. We are committed to promoting Diversity and Inclusion (D&I) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential.

Our people strategies are designed to enhance employee well-being and professional growth, ultimately empowering them to excel within the company.