# Customer Service Representative

**Company**: AIA
**Location**: Hong Kong, Hong Kong
**Experience**: entry
**Job type**: full-time
**Category**: Customer Service
**Industry**: Insurance
**Wikidata**: https://www.wikidata.org/wiki/Q30255387

**Apply**: https://aia.wd3.myworkdayjobs.com/en-US/External/job/Hong-Kong-HK-AIA-Hong-Kong--Macau/Service--Advisor-I_JR-67176-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_c75f9a3e-c07

## Description

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

**About the Role** As a Customer Service Representative, you will handle customer inquiries via telephone, email, or online platform.

**Roles and Responsibilities:**

- Hotline Operation (75%):

+ Handle customer enquiries and complaints regarding all activities in 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.

- Others (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.

**Others:**

- You are required to obtain the license of Insurance Authority (IA) (Paper 1,2,3,5) and Mandatory Provident Fund Schemes Authority (MPFA) (Paper 4).

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

## Skills

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

### Nice to have
- insurance knowledge
- MPF knowledge

---

Source: [Apply at aia.wd3.myworkdayjobs.com](https://aia.wd3.myworkdayjobs.com/en-US/External/job/Hong-Kong-HK-AIA-Hong-Kong--Macau/Service--Advisor-I_JR-67176-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)