Customer Service Advisor, Contact Centre
AIA Company Limited
Hong Kong, Hong Kong

Bring your career aspirations to life with AIA!

Handles customer enquiries and complaints regarding all activities in individual Life insurance / Group Medical / Pension operation process

Roles and Responsibilities :

Contact Centre Operation

  • Handles customer enquiries and complaints from different channels (Call, Livechat, Email, Letter) regarding all activities in insurance policy Operation process such as Underwriting, Policy Owner Service, and Claims
  • Reports problems, potential crisis and complaint to supervisor for service improvement
  • Maintain good customer relationship and promote AIA services
  • Makes outbound call to customers for follow-up cases
  • Executes empowerment guidelines
  • Administrative Works

  • Documents service activities in system
  • 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 :

  • Higher Diploma, Associate Degree or University Degree holder
  • Good command of spoken and written English and Chinese & PC skills
  • Pro-active, independent, analytical, patient and able to work under pressure
  • Good interpersonal skills, self-initiative with a passion for customer centricity
  • To be committed to provide a high standard of service to our members
  • Attentive to details, well-organized with good problem-solving skills
  • Basic insurance knowledge would be definitely an advantage
  • IIQE Paper 1& 3 holder is essential, IIQE 2& 5 is preferred
  • 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.


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