Customer Care Executive

Experience level Experienced Hire
Job details sector Marketing including Branding & Offer Development

Job Purpose:

Responsible for providing end to end customer servicing to AXA Customers using different communication channels either Voice or Email

  • Address queries on policy, billing and payment
  • Address queries on claims filing and status
  • Facilitate endorsement request from customer or dealer
  • Escalation of customer complaints to Team Lead
  • Escalate real-time issues for top call drivers that are out of the ordinary
Address distributor queries on transaction status and aftersales process

Critical Accountabilities:
  • Customer Care Handling
    • Educate customers and handle queries on products, processes, and policy information, etc.
    • Educate customers on the requirements of claim documents and claim status
    • Provide extra mile actions to provide delightful customer experience whenever possible
    • Ensure complete processing on issuance of insurance contract
  • Service Fulfillment
    • Provide complete processing of issuance of insurance contract
    • Update customers on status of transactions and request
    • Creation of case requests for modification whether it's new or follow-up
    • Advice on requirements, processes, and SLA
  • Complaints Management
    • Provide resolution to soft customer complaints
    • Endorse to Team Leader overseeing complaints lodged until resolved


  • Bachelor's degree holder
  • Experience in a Customer Service function - preferably in a contact center setting
  • Exposure in Banking/Insurance industry is a plus
  • Has experience using multiple / non-traditional channels in customer servicing (chat, new media)
  • Efficient communication skills (Active Listening, Verbal and Written)
  • Proficient in English and Filipino Language (grammar) and can express thoughts clearly
  • Dependable
  • Flexible and open to change
  • Good team player
  • Problem solver, Dynamic, and able to multi-task
  • Amenable to fixed-term employment until August 31, 2019 (with possibility of being absorbed to Full Time Employment)

A global leader in insurance and investments, AXA takes care of 103 million lives in 64 countries worldwide. We actively invest in pioneering and personalized solutions to meet your ever-changing needs and exceed your expectations. In the Philippines, we are in partnership with Metrobank, one of the country's strongest banks.

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