Customer Service Executive (粵語 - Hong Kong Support)
Salary undisclosed
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Job Responsibilities:
- Handles customer enquiries and complaints related to insurance policy operation process such as Underwriting, Policy Owner Service, and Claims (PA approval, case assessment, appointment booking).
- Deliver world-class customer service, while responding to customer’s inquiries and concerns via calls, email or live chat for the Hong Kong market.
- Reports problems, potential crisis and complaint to supervisor for service improvement.
- Makes outbound call to customers for follow-up cases.
- Documents call activities in system.
- Documents follow up items in log sheet or send email to AIA Hong Kong Business Partners and Panel strategic partners.
- Works closely with AIA Hong Kong Business Partners and Panel strategic partners to resolve the complaints and uncertain issues.
- Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements.
- Meet and exceed quality goals, compliance regulations and productivity targets.
Job Requirements:
- Minimum 2 to 3 years of experience in customer service in call center environment / healthcare / insurance industries.
- Fluent in spoken Cantonese and able to read and type Mandarin (simplified & traditional)
- Certifications / licenses – LOMA / other customer service certified would be an added advantage.
- Experience in Group Insurance is an added advantage.
- Strong customer service orientation, with good communication and problem-solving skills with strong attention to detail.
- High level of customer centricity mindset with dedication to deliver exceptional quality services for customers.
- Ability to be resilient in face of difficult situations.
- Self-motivated and proficient in Microsoft Office.
- Good commitment at work, good attitude, willing to learn.
Others:
- Training will be provided.
- Able to adapt desk-bound working environment, working shift including weekend on rotation basis & able to work overtime beyond normal office hour (including weekend & public holiday).
- The role is required to follow Hong Kong working calendar.
- Able to work onsite in our Cyberjaya office (4 days WFO + 1 day WFH)
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