Customer Service Executive (粵語 - Cantonese Speaking)

Job Responsibilities:

• Handles customer enquiries and complaints related to 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.
• 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.
• 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:

• Minimum 1 to 2 years of experience in customer service in call center environment / healthcare / insurance industries.
• Fluent in spoken Cantonese and able to read and type Mandarin (simplified & traditional)
• 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.

Others:

• Training will be provided.
• 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.
• Able to work onsite in IOI City Mall, Tower 1, Putrajaya office.