Description

Join AIA as a Customer Service Ambassador at our Wealth Select Centre & Customer Service Centre in Hong Kong.

Responsibilities:

Serve customers and agents by addressing their enquiries, requests, complaints, and MCV verifications.
Follow operation procedures in compliance with documented procedures, service benchmarks, regulatory requirements, and company policies and practices.
Provide prompt and accurate services, policy information, and professional advice to customers.
Manage and resolve customer problems and elevated customer complaints.
Handle special requests relating to policy matters.
Collaborate with Premium Collection and Underwriting departments to provide one-stop MCV verification service.
Support case monitoring and investigation.
Provide quality services to customers and continuously identify areas for improvement.
Collect customer feedback and report operation problems to the Centre Head.
Contribute new ideas to enhance customer experience and work efficiency.
Coach and mentor team members, and prepare training material.
Support working partners and ensure smooth operation and service alignment.
Perform other assigned responsibilities and duties.

Requirements:

University/College graduate with 4-5 years' relevant experience OR Form Five plus at least 7-8 years' working experience.
Solid knowledge of life insurance.
Excellent communication and interpersonal skills.
Passionate about providing excellent customer service and driven by personal motivation.
Open to changes and challenges.
Proficient in both spoken and written English and Chinese, including Mandarin.
Relevant license required for regulated activities.