Customer Service Representative

Start building a career with purpose at AIA, where your perspective, curiosity, and ideas can contribute to helping millions of people live Healthier, Longer, Better Lives.

This role contributes to delivering customer outcomes that are reliable, thoughtful, and create meaningful impact for customers and society. The role holder is expected to embed a customer-first mindset in all decisions and actions by developing a clear understanding of customer needs, taking end-to-end ownership to resolve issues, and working collaboratively across teams to continuously enhance the customer journey.

Roles and Responsibilities:

Hotline Operation (75%)

• Handle customer enquiries and complaints regarding all activities in the operation process, such as Underwriting, Policy Owner Service, and Claims for different lines of business.
• Report problems, potential crises, and complaints to supervisors for service improvement.
• Make outbound calls to customers for follow-up cases.
• Execute empowerment guidelines.

Administrative Works (20%)

• Document call activities in the system.
• Document follow-up items in log sheets or send emails to AIAHK Business Partners.
• Work closely with AIAHK Business Partners to resolve complaints and uncertain issues.

Other responsibilities (5%)

• Perform other responsibilities and duties periodically assigned by supervisors to meet operational and/or other requirements.

Minimum Job Requirements:

• Secondary education graduate with 4 years of working experience.
• Candidates with higher academic qualifications or more relevant working experience may be considered as Customer Service Advisors.
• Minimum 2-3 years of relevant experience in Insurance/Customer Service/hotline service.
• Hands-on experience in customer service.
• Basic insurance or MPF knowledge would be an advantage.
• You are required to obtain the license of Insurance Authority (IA) (Paper 1,2,3,5) or Mandatory Provident Fund Schemes Authority (MPFA) (Paper 4).

Others:

• You are required to acquire the relevant license(s) if your job involves regulated activities.