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.

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.