# Contact Centre Advisor - HK Region

**Company**: AIA
**Location**: Cyberjaya, MY
**Job type**: full-time
**Category**: Operations
**Industry**: Finance
**Wikidata**: https://www.wikidata.org/wiki/Q30255387

**Apply**: https://aia.wd3.myworkdayjobs.com/en-US/External/job/Cyberjaya-MY-AIA-Shared-Services-Malaysia/Contact-Centre-Advisor---HK-Region_JR-63697-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_b20fae61-719

## Description

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.

**About the Role**

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

**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.

## Skills

### Required
- customer service
- communication
- problem solving

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Source: [Apply at aia.wd3.myworkdayjobs.com](https://aia.wd3.myworkdayjobs.com/en-US/External/job/Cyberjaya-MY-AIA-Shared-Services-Malaysia/Contact-Centre-Advisor---HK-Region_JR-63697-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)