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Customer Service Advisor (Hotline)
AIAAIA Financial Centre, HK30+ days ago
Job descriptionEquivalent experience or a Higher Diploma, Associate Degree, or University Degree holder Good command of spoken and written English and Chinese & PC skills Proactive, independent, analytical, patient, and able to work under pressure Good interpersonal skills, self-initiative with a passion for customer centricity Committed to providing 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
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About the Role
Handles customer enquiries and complaints regarding all activities in individual Life insurance / Group Medical / Pension operation process
Responsibilities :
- Handle customer enquiries and complaints regarding all activities in Operation process such as Underwriting, Policy Owner Service, and Claims for different lines of business
- Report problems, potential crisis, and complaints to supervisor for service improvement
- Engage with customers through proactive communication for follow-up cases
- Implement empowerment guidelines
- Document call activities in system
- Document follow up items in log sheet or send email to AIAHK Business Partners
- Work closely with AIAHK Business Partners to resolve the complaints and uncertain issues
- Achieve the individual performance and the Service Hotline team performance targets.
- Perform other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements.
Requirements :
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Customer Service • AIA Financial Centre, HK