Customer Service Ambassador (Hotline - Agency & IFA Enquiry)
Hong Kong, HK

Bring your career aspirations to life with AIA!

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

Roles and Responsibilities :

Hotline Operation

  • Handles customer enquiries and complaints regarding all activities in Operation process such as Underwriting, Policy Owner Service, and Claims for different line of business
  • Reports problems, potential crisis and complaint to supervisor for service improvement;
  • Makes outbound call to customers for follow-up cases;
  • Executes empowerment guidelines;
  • Administrative Works

  • Documents call activities in system
  • Documents follow up items in log sheet or send email to AIAHK Business Partners
  • Works closely with AIAHK Business Partners to resolve the complaints and uncertain issues
  • Other responsibilities

  • Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements.
  • Minimum Job Requirements :

  • Secondary education graduate with 4 years working experience
  • Candidates with higher academic qualification or more relevant working experience may be considered as Customer Service Advisor.
  • Minimum 2-3 years relevant experience in Insurance / Customer Service / hotline service
  • Hands-on experience in customer service.
  • Basic insurance or MPF knowledge would be definitely an advantage.
  • You are required to obtain relevant license if your job involves in regulated activities.
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