Health Call Centre Manager

Location Hong Kong
Experience level Experienced Hire
Job details sector Health
Apply before Permanent offer
  • Supervise the call centre on day-to-day activities to provide professional advice on group medical and health product and deliver good customer experience
  • Implement plan to drive for result and improvement
  • Handle level 2 (complicated / escalated) enquiries from customers
  • Handle complaints from customers
  • Resolve the case straight away if it is within own authority
  • Work and communicate closely with processing team to improve service recovery process
  • Monitor and achieve team’s KPI and SLA and drive for improvement
  • Monitor and maintain high service quality of the team by quality assessment and regular customer service training, etc
  • Initiate staff engagement and training
  • Involve resources planning, cross team support and coaching
  • Involve in ad hoc projects

  • University graduate or above
  • At least 10 years’ working experience, with 5 years solid experience in managerial role
  • Strong customer service and communication skills to handle complicated and complex enquiries
  • Result-oriented, self-motivated, patient, cheerful and positive,
  • High emotional maturity and able to work under pressure
  • Excellent command of both written and spoken English and Chinese, Mandarin is an advantage

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.

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.