# Customer Service Advisor (Hotline) - 12 months contract

**Company**: AIA
**Location**: Hong Kong, HK
**Job type**: contract
**Category**: Operations
**Industry**: Finance
**Wikidata**: https://www.wikidata.org/wiki/Q30255387

**Apply**: https://aia.wd3.myworkdayjobs.com/en-US/External/job/Hong-Kong-HK-AIA-Hong-Kong--Macau/Customer-Service-Advisor--Hotline----12-months-contract_JR-66370?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_e0ec4afd-1ec

## Description

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.

**About the Role**

Handles customer enquiries and complaints regarding all activities in individual Life insurance/ Group Medical/ Pension operation process.

**Responsibilities:**

- 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 crisis, and complaints to supervisor for service improvement

- Engage with customers through proactive communication for follow-up cases

- Implement empowerment guidelines

- Document call activities in system

- Document follow up items in log sheet or send email to AIAHK Business Partners

- Work closely with AIAHK Business Partners to resolve the complaints and uncertain issues

- Achieve the individual performance and the Service Hotline team performance targets.

- Perform other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements.

**Requirements:**

- Equivalent experience or a Higher Diploma, Associate Degree, or University Degree holder

- Good command of spoken and written English and Chinese & PC skills

- Proactive, independent, analytical, patient, and able to work under pressure

- Good interpersonal skills, self-initiative with a passion for customer centricity

- Committed to providing a high standard of service to our members

- Attentive to details, well-organized with good problem-solving skills

- Basic insurance knowledge would be definitely an advantage

- IIQE Paper 1&3 holder is essential, IIQE 2&5 is preferred

## Skills

### Required
- English
- Chinese
- PC skills
- analytical skills
- problem-solving skills
- customer service skills
- insurance knowledge

### Nice to have
- IIQE Paper 1&3
- IIQE 2&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/Customer-Service-Advisor--Hotline----12-months-contract_JR-66370?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)