Senior Officer, Customer Care Management
Hong Kong
  • Participatein the development of AI-enabled customer interaction solution such as ChatBot,VoiceBot and MailBot throughout analytical, development, testing andimplementation stages
  • Monitorand train AI-enabled servicing platform to improve the performance
  • Driveengagement and create content for AI-enabled servicing platforms, defineefficient process for identifying questions using keywords search
  • Workwith Contact Centre Team, Service Improvement Team to brainstorm and develop anddesign conversational dialogue flow, templates and wordings with predefinedvoice of tone
  • Keepfully up to date with all that is happening within the organization such as NewProduct Release, Marketing Campaign, Update from Regulator to enrich thecontent of AI-
  • enabled servicing platforms

  • Performany ad hoc tasks as assigned
  • 3+years in a customer service role with proven experience in supporting orsolving retail banking enquiries, preferrably within a call-centreenvironment.
  • Knowledge of life and / or general insurance operations an advantage
  • Abilityto understand customer concerns and exposure to a range of different scenarios.
  • Strongpassion for technology or digital market trends.
  • Excellentcommunication in spoken and flawless written English and Cantonese.
  • Degree qualified, preferably in Business, Communication, Translatoin,Marketing Business, New Media, Public Relations, Information Technology orrelated disciplines.
  • Copywriting
  • Educating Customer
  • Attributes / Behaviours

  • Willingto learn and a fast learner
  • Problemsolver
  • Abilityto work in team as well as independently
  • Strongsense of responsibility
  • Would you like to wake up every day driven and inspired by our noble mission and to work together as one global team to empower people to live a better life?

    Here at AXA we strive to lead the transformation of our industry. We are looking for talented individuals who come from varied backgrounds, think differently and want to be part of this exciting transformation by challenging the status quo so we can push AXA -

    a leading global brand and one of the most innovative companies in our industry - onto even greater things.

    In a fast-evolving world and with a presence in 64 countries, our 166,000 employees and exclusive distributors anticipate change to offer services and solutions tailored to the current and future needs of our 103 million customers.

    AXA Hong Kong, a member of the AXA Group, prides itself of serving over 1 million customers in Hong Kong and Macau. Besides being one of the largest health protection providers in Hong Kong, it is also the number 1 General Insurance provider1 and a market leader in motor insurance.

    AXA Hong Kong is committed to helping its customers achieve stability and prosperity through providing a comprehensive range of life, health, property and casualty protection, as well as wealth management and retirement solutions.

    We believe it is our inherent responsibility to support the communities we operate in, hence creating a sustainable business via constant and considerable contribution in the dimensions of health, environment and the community.

    AXA is an equal opportunity employer. We are committed to promote Diversity and Inclusion (D&I) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued.

    We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximize their personal potential.

    1Based on 2013 Office of the Commissioner of Insurance market share statistics

    We offer excellent career prospects and attractive remuneration package to the right candidates.

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