Senior Customer Care Associate

Location HONG KONG
Experience level Expérimentés
Job details sector Assurance Vie et Epargne

Responsibilities:

  • Handles customer inquiries from different incoming channels e.g. phone, email, digital media etc timely and tactfully
  • Provides customers with accurate product and policy service information
  • Maintains and improves quality results by adhering to standards and guidelines
  • Manages and resolves customer complaints and complex cases escalated from customer care associate
  • Provides immediate support to team members when they encounter difficulties in handling inquiries
  • Documents all inquiry information according to standard operating procedures
  • Performs ad hoc tasks as required by supervisor being a team player to back up other functions for service continuity
  • Assists supervisor to identify and implement improvement initiatives

Requirements:

  • University graduate with at least 3 years customer service experience, preferably in a call centre environment
  • Candidates with less relevant working experience may be considered as Customer Care Associate
  • Passed in IIQE Paper 1, 3 and 5 preferred
  • Knowledge of Life and Medical insurance products preferred
  • Customer-oriented with passion, patience and caring attitude
  • Excellent interpersonal and communication skills
  • Proficient in written and spoken English and Chinese. Fluency in Putonghua is a advantage
  • Familiar with MS Word, Excel and Chinese Word Processing

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.


ABOUT AXA HONG KONG AND MACAU

AXA Hong Kong and Macau, a member of the AXA Group, prides itself on serving over 1.3 million customers[1] in the region. In addition to being the #1 global Property & Casualty commercial lines insurer[2], we are also one of the largest health protection providers in Hong Kong and Macau. 

‘Empowering people to live a better life’ is the goal of AXA Hong Kong and Macau, which is reflected in everything we do. We are one of the most diversified insurers, providing a full range of coverage for individual and commercial customers. We offer all-round, integrated solutions across Life, Health and Property & Casualty to address all their insurance needs. 

AXA is an equal opportunity employer. We are committed to promote Diversity and Inclusion (D&I) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximize their personal potential.

[1] Including customers of AXA China Region Insurance Company Limited, AXA China Region Insurance Company (Bermuda) Limited (incorporated in Bermuda with limited liability), and AXA General Insurance Hong Kong Limited

[2] AXA Corporate Solutions, AXA Matrix Risk Consultants, AXA Insurance Company, and AXA Art with AXA XL’s insurance and reinsurance operations combined 

We offer excellent career prospects and attractive remuneration package to the right candidates.