Contact Centre Advisor - HK Region

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

Responsible for handling customer inquires via telephone, email, or online platform

Job Description

Job Responsibilities:

• Handles customer enquiries and complaints regarding all activities in 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.
• Executes empowerment guidelines.
• Provides advice to Customer Service Representatives (CSR) on handling customer enquiries.
• 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.
• Provide cross support to other functions whenever necessary.
• 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.

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.