# Customer Service Representative

**Company**: AIA
**Category**: Operations
**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/Healthcare-Client-Service--Advisor---12-months-contract_JR-70280?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_d734593f-e3f

## Description

We are looking for a Customer Service Representative to join our team in Hong Kong. As a Customer Service Representative, you will play a crucial role in delivering reliable and thoughtful customer outcomes, creating meaningful impact for both customers and the wider community.

**Key Responsibilities:**

- Handle enquiries and complaints from customers, agents, and medical partners related to all aspects of the insurance operations process (Medical Panel Services) via phone, email, and digital channels including WebChat and Video Chat.

- Support the Manager in supervising the Client Service Team, ensuring smooth daily hotline operations while driving high productivity, operational efficiency, service quality, and customer satisfaction.

- Manage complex cases and complaint calls escalated from the team, ensuring effective resolution.

- Follow through with agents and customers on servicing issues to ensure timely resolution and customer satisfaction.

- Execute within established empowerment guidelines to handle cases efficiently.

- Identify operational issues through case monitoring and collaborate closely with PA Team, Claims, and Contact Centre teams to drive sustainable solutions.

- Prepare regular hotline service reports and analytics to identify service gaps, recommend improvements, and drive actions to enhance customer experience.

- Review and endorse team timesheets.

- Analyze and evaluate follow-up log sheets to ensure proper case tracking and closure.

- Manage and drive resolution of long-pending cases within the team.

**Administrative Works (10%):**

- Provide support on Prior Authorization (PA) and Letter of Guarantee (LOG) processes to ensure timely and accurate service delivery.

- Maintain proper documentation, service logs, and correspondence (including emails) with AIAHK business partners.

- Work closely with AIAHK business partners to resolve complaints and address complex or uncertain issues, ensuring effective and timely outcomes.

**Other responsibilities (10%):**

- Be the Champion for staff engagement program.

- Other duties and responsibilities as assigned by supervisor.

**Requirements:**

- University/College graduate in any discipline.

- Strong interpersonal, communication, and analytical skills.

- Hands-on experience in customer service and complaint handling.

- Good team player and customer-focused.

- Strong insurance knowledge & medical background would be definitely an advantage.

- Self-motivated, willing to take on challenges, and able to work under pressure.

- Customer Centricity as a core requirement, ensuring the role holder demonstrates a strong commitment to understanding and addressing customer needs.

## Skills

### Required
- customer service
- communication
- analytical skills
- insurance knowledge
- medical background

### Nice to have
- license of Insurance Authority (IA) (Paper 1, 2, 3 and 5)

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Source: [Apply at aia.wd3.myworkdayjobs.com](https://aia.wd3.myworkdayjobs.com/en-US/External/job/Hong-Kong-HK-AIA-Hong-Kong--Macau/Healthcare-Client-Service--Advisor---12-months-contract_JR-70280?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)