Customer Service Advisor (Hotline) - 12 months contract

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