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 inquiries and concerns via calls, email, or live chat for the Hong Kong market.
Reports problems, potential crises, and complaints to supervisor for service improvement.
Makes outbound calls to customers for follow-up cases.
Documents call activities in the system.
Documents follow-up items in log sheet or sends 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 complaints and uncertain issues.
Performs other responsibilities and duties periodically assigned by supervisor to meet operational and/or other requirements.
Meets and exceeds 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 or other customer service certifications 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 the face of difficult situations.
Self-motivated and proficient in Microsoft Office.
Good commitment at work, good attitude, and willingness to learn.
Others:
Training will be provided.
Able to adapt to a desk-bound working environment, working shifts including weekends on a rotation basis, and able to work overtime beyond normal office hours (including weekends & public holidays).
The role is required to follow the Hong Kong working calendar.
Able to work onsite in our Cyberjaya office (4 days WFO + 1 day WFH).#J-18808-Ljbffr