Senior Customer Service Advisor, Customer Service
AIA Careers
Hong Kong, HK
source : Successfactors


Contribute toCustomer Service by handling customer enquiries, requests andcomplaints at counter in accordance with the department’squality objective and in line with the Company’soperating philosophy and principles.

Provide support toworking partners to ensure smoothoperations.

Roles andResponsibilities

Servingat AIA Wealth Select Centre / Customer ServiceCentre

Serve customers and agents in the areas ofenquiries, requests, complaints and Mainland China Visitor"MCV" verifications.

  • Executeoperation procedures in compliance with the documented procedures,service benchmarks, regulatory requirements, Company’spolicies and practices.
  • Provide prompt servicesand accurate policy information with professionaladvices.
  • Handle customer problems andcomplaints tactfully.
  • Handlecustomers’ special requests in relation to policy matterswith reference to applicableguidelines.
  • Escalate cases upward timely withreference to applicable guidelines.
  • Work withPremium Collection and Underwriting to provide one stop MCVverification service tocustomers.
  • QualityAssurance with Continuous Improvement

    Providequality services to customers with continuousimprovement.

  • Collect customer feedbackfor continuous improvement.
  • Report regularly tosuperiors of any operation problems encountered and suggest actionitems.
  • Suggest improvement ideas to enhancecustomer experience and improve efficiency and effectiveness ofworks.
  • Participate in projects or assignmentsrelating to serviceenhancement.
  • Supportto Working Partners

    Provide support within andacross teams to ensure smooth operation and achieve servicealignment.

  • Equip with other CS skillsets via job rotation or attachment.
  • Providesupport within and across teams within self’s knowledgeand ability.
  • Act as a trainer or mentor tobring uptrainee.
  • OtherResponsibilities

    Perform other responsibilitiesand duties periodically assigned by superior(s) in order to meetoperational and / or otherrequirements.


  • University / College graduate with 4-5 years’ relevant experience ORForm Five plus at least 7-8 years’ workingexperience
  • IIQE Paper 1,2,3 and 5 arerequired
  • Solid knowledge of lifeinsurance
  • Good communication and interpersonalskills
  • Service-oriented andself-motivated
  • Able to deal with difficultcustomers
  • Positive to changes andchallenges
  • Proficient in both spoken andwritten English and Chinese includingMandarin
  • Weoffer an attractive remuneration package to the successfulcandidate. Please submit your application by clicking Apply Now for ourprocessing.

    Allpersonal information provided by applicant will be treated instrict confidence and used solely for recruitmentpurposes.

    The personal information will be used strictlyin accordance with AIA’s personal data policies, a copyof which will be provided upon request.

    It is possiblethat information about the applicant or the applicant’sapplication will be shared with AIA and its relatedcompanies.

    AIA will retain all applications for a periodof up to 24 months after which the documents will bedestroyed.

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