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.