Assistant Customer Services Manager, Direct Customer

Location Hong Kong
Experience level Experienced Hire
Job details sector Operational Excellence
Apply before Date not available

  • Assisting Service excellence manager to manage & handle escalated cases, dissatisfaction, soft complaints from clients, brokers and client retention. 
  • Assist Service excellence manager to manage soft complaints and dissatisfaction, ensuring the team have been provided with adequate training, adhere to operating guidelines, work within their delegated authorities and meet departmental SLA targets
  • Provide professional advice and good customer service to customers
  • Handle and follow up cases escalated by CSOs or sales team
  • Handle complicated / escalated, soft complaints and dissatisfaction from customers
  • Resolve the case straight away if it is within own authority or coordinate with relevant parties if it exceeds own authority level
  • Assist the team in achieving retention target.
  • When a customer is determined to surrender the policy, have inquisitive mindset to question and offer solutions.
  • Involve in ad hoc tasks

  • Min. 5 years working experience in insurance or financial industries
  • Good knowledge and experience in complaint handling is preferable
  • Solid experience in insurance is preferable
  • Good analytical, negotiation and problem solving skills
  • Excellent written English and Chinese correspondence skill
  • AXA product knowledge (an asset, not a must)
  • Direct sales, sales, or insurance sales experience (a must)

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.