Senior Officer, Customer Relations

Location HONG KONG
Experience level Experienced Hire
Job details sector Life & Savings Insurance
  • Handle Life and General Insurance complaints, adhere to operating guidelines, work within delegated authorities, meet departmental SLA targets and pass periodic independent quality control reviews.

  • Handle and investigate complaint cases from direct customers.

  • Perform acknowledgement, investigation on entitlement, resolution and response

  • Involve operations/distribution for case information, root cause reason and execution of approved actions.

  • Be responsible for following complaints operating guidelines including delegated authorities for resolution and compensation.

  • Work in conjunction with Customer Service, Marketing, Compliance, Legal, Distribution and Operations and other counterparts, to provide resolutions and responses.

  • Relevant working experience in insurance or banking industry is an advantage

  • Minimum 3 years of working experience in Customer Services or Complaint handling in Insurance products

  • Strong analytical, logical, negotiation and problem solving skills

  • Good communication and interpersonal skills

  • Excellent written English and Chinese correspondence skill

  • Good verbal communication in English, Cantonese and Mandarin

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 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.