Job ref no.: 20000867 (CT3125106-01#0691)
AXA Hong Kong

Senior Customer Care Associate, Life Contact Centre

AXA Hong Kong

Job Description:

  • Supervises a team of customer care associates to carry out Post-sale Calls and proactive servicing call campaign
  • Ensures all Post-sale Calls conducted in compliance with regulatory requirements
  • Manages and resolves customer complaints and complex cases escalated by customer care associate
  • Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
  • Conducts periodical review of standard operating procedure
  • Prepares regular management reports
  • 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


  • 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 Linked investment products is required
  • 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
More job information
Job ref no. 20000867 (CT3125106-01#0691)
Job Function
  • Wong Chuk Hang
Employment Term
  • Permanent
  • Full-time
  • 3 years - 8 years
Career Level
  • Non-management level
  • Asso. Deg or High Dip
  • 5-day week
  • Dental plan
  • Discretionary bonus
  • Insurance plan
  • Medical plan