Job ref no.: 190000G8_1549941859 (CT3118441-01#0074)
AXA Hong Kong

Assistant Manager, Life Customer Care

AXA Hong Kong

  • 5-day week
  • Competitive pay
  • Dental plan
  • Discretionary bonus
  • Insurance plan
  • Medical plan
  • Special / extra leave
  • … + 1 more

Role and Responsibilities

  • Manage a team of customer care associates to provide professional customer services via livechat, email and letters and ensure compliance with operational guideline, regulatory requirements and business strategy
  • Motivate the team to achieve departmental KPIs in a timely and professional manner
  • Monitor contact traffic and arrange adequate workforce level to meet SLA
  • Handle complicated cases and customer complaints escalated by customer care associates
  • Resolve potential complaints proactively through service recovery and implementation of remedy action
  • Provide coaching and arrange necessary training e.g. product knowledge and soft skills to the team
  • Channel customer feedback to respective internal counterparts timely and properly, and support them to conduct health check in new workflow initiatives or system enhancements
  • Regularly review / update standard operational procedures.
  • Assist supervisor to identify and implement improvement initiatives


  • Tertiary education graduate
  • Minimum 5 years working experience in life insurance, of which at least 3 years at supervisory/management level
  • Solid experience in contact center operation and strong customer service skill
  • Passes in IIQE (Paper 1, 3, 5). Relevant professional qualification is an advantage
  • Good leadership and able to motivate team members
  • Good interpersonal and communication skills to handle both internal and external customers
  • Strong planning in establishing priority and organizing teamwork.
  • Good people management skills and able to work under pressure
  • Excellent command of both written and spoken English and Chinese. Mandarin in an advantage

More job information
Job ref no. 190000G8_1549941859 (CT3118441-01#0074)
Job Function
  • Central
Employment Term
  • Permanent
  • Full-time
  • 0 year
Career Level
  • Middle management level
  • Diploma or equivalent