Customer Care Associate (GI Contact Centre) (23000AN9)

Primary Location

: HONG KONG

Organization

: AXA Hong Kong Life and General Insurance

Contract Type

: Regular

Shift

: Day Job

Schedule

: Full-time 

Description

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

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

About AXA We always start with our customers

As one of the largest global insurers, our purpose is to act for human progress by protecting what matters.

Protection has always been at the core of our business, helping individuals, businesses and societies to thrive. And AXA has always been a leader, an innovator, an entrepreneurial company, fostering progress in all its dimensions. Our purpose also links back to the Group's roots. From the outset, AXA has been committed to acting as a force for collective good. From solidarity-based actions with AXA Hearts In Action to work on prevention issues with the AXA Research Fund and the fight against climate change, AXA has always been attentive to its social environment and embraced its responsibility as an insurer: responsibility for taking action upstream in order to better understand risks, with one goal in mind: to ensure better protection.

ABOUT AXA HONG KONG AND MACAU

AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 54 markets and serving 105 million customers worldwide.

As one of the most diversified insurers offering integrated solutions across Life, Health and General Insurance, our goal is to be the insurance and holistic wellness partner to the individuals, businesses and community we serve.

At the core of our service commitment is continuous product innovation and customer experience enrichment, which is achieved through actively listening to our customers and leveraging technology and digital transformation.

We embrace our responsibility to be a force for good to create shared value for our community. We are proud to be the first insurer in Hong Kong and Macau to address the important need of mental health through different products and services. For example, the Mind Charger function on our holistic wellness platform “AXA BetterMe”, which is available via our mobile app Emma by AXA, is open to not just our customers, but the community at large. We will continue to foster social progress through our product offerings and community investment to support the sustainable development of Hong Kong and Macau.

AXA is an equal opportunity employer. We are committed to promoting 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 maximise their personal potential.

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