At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

Responsible for handling customer inquires via telephone, email, or online platform

Job Responsibilities:

• Handles customer enquiries and complaints regarding all activities in 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.

• Executes empowerment guidelines.

• Provides advice to Customer Service Representatives (CSR) on handling customer enquiries.

• 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.

• Provide cross support to other functions whenever necessary.

• 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:

• A recognized tertiary Diploma / Bachelor's Degree in Business Admin, Management, Insurance Studies or certificate equivalent qualifications.

• Minimum 3 to 4 years of experience in customer service in call centre environment / healthcare / insurance industries.

• Fluent in spoken English & Chinese. Candidate with proficiency to converse in Mandarin / Cantonese would be an added advantage. Passing SPM Chinese subject is a MUST.

• 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.

• 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.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.