Job ref no.: 210000Y5_1616725457 (CT3125106-01#0717)
AXA Hong Kong

Customer Care Associate

AXA Hong Kong

  • Job Category: Customer Service - Hotlines
  • Department/Group: General Insurance
  • Location: Wong Chuk Hang
  • Work Days: Mon - Sat
  • Work Timings: Weekdays: 9.00 AM - 8 PM; Weekends: 9:00 AM - 1 PM
  • Shifts: A - 9.00 AM - 5.30 PM; B - 9.30 AM - 6.00 PM; C - 11.30 AM - 8:00 PM
  • Roster Adherence Requirements: Saturday working and Shift timings

Role and Responsibilities

  • Handle customer enquiries in a timely manner from different digital channels, including Email, Web Chat and Letter etc.
  • Maintain good customer relationship and promote the company's services
  • Liaise with internal departments to ensure proper resolution of customer enquiries
  • Address customer feedback/ complaints professionally
  • Logging all customer queries in a clear and concise manner and adhering to internal SLAs for follow ups and response times
  • Handle soft complaints from customers and liaise with internal departments to resolve the customers within specified timelines
  • Reply or follow up on incoming correspondence and emails
  • Build and maintain good relationship and teamwork within the team

Qualifications and Education Requirements

  • Higher Diploma, Associate Degree or University Degree holder
  • At least 2 years working experience in contact center and/or insurance industry
  • Good command of spoken and written English and Chinese & PC skills
  • Good interpersonal skills, self-initiative with a passion for customer centricity
  • Attentive to details, well-organized with good problem-solving skills
  • IIQE I and II insurance license preferred
More job information
Job ref no. 210000Y5_1616725457 (CT3125106-01#0717)
Job Function
  • Wong Chuk Hang
Employment Term
  • Permanent
  • Full-time
  • 0 year
Career Level
  • Entry level
  • Asso. Deg or High Dip