Customer Services Officer, Contact Centre Initiatives

Location Hong Kong
Experience level Early Careers
Job details sector Operational Excellence
Apply before Date not available

Responsibilities:

 

  • Handle customer inquiries from different incoming channels e.g. phone, fax, email, digial media,etc.
  • Informs customers  by explaining procedures; answering questions; providing information
  • Protect customers' privarcy by verifiing customer's personal information
  • Maintains communication equipment by reporting problems.
  • Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
  • Updates job knowledge by studying new product descriptions; participating in educational opportunities, and undertaking e-learning exam and training
  • research required information using available resources
  • Manage and resolve customer complaints
  • Provide customers with product and service information
  • Update existing customer information
  • Identify and escalate priority issues
  • Route calls to appropriate resource
  • Follow up customer calls where necessary
  • Document all call information according to standard operating procedures
  • Complete call logs and produce call reports


Requirements:

  • Post-Secondary / F.5 or above with 1 year of customer service experience. 
  • Candidates familiar with Insurance background is an advantages
  • Good spoken and written in both English and Chinese (Mandarin and Cantonese)
  • Customer-oriented with passion, patience and caring attitude
  • Good interpersonal and communication skills
  • Candidates with no concern over shift duty will be given priority
  • Good Computer Literacy



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.