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Contact Centre Advisor - HK Agency Webchat

Date: Jul 12, 2019

Location: Cyberjaya, MY

Company: AIA Careers

Job Summary:

Handles agency enquiries and complaints regarding all activities in insurance operation process through Webchat and Email.

 

Key Responsibilities 

  • To be the first point of contact for members, end users, clients, service providers and colleagues. Ensure customers’ enquiries and requests are handled as per the stipulated performance standards and benchmarks.
  • Demonstrate a “can do” and professional attitude when servicing members and clients with the objective of exceeding expectations with the service provided.
  • Demonstrate an understanding of all members’ operations and ability to apply in live case management. Ensure all customer interactions are captured and logged in CRM system accurately.
  • Coordinate cases in an efficient and cost effective manner in accordance with company policies and procedures.
  • Take ownership and manage cases with a view to moving them forward in the best interests of the member and client
  • Ensure all email/swebchats are answered promptly, appropriately and courteously & within SLA
  • Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner.
  • To complete all calls assigned, handle other assignments and/or ad hoc projects as and when required. To manage an allocated load of cases within the working hours and ensure that it is communicated appropriately and efficiently
  • Ensure that sufficient logistic arrangements are made in timely and appropriate manner to meet the needs of members and clients.
  • Carry out any other reasonable duties as requested by the manager.
  • Provide cross support team to other functions whenever necessary.

 

Job Requirements:

  • Candidates must possess at least a Bachelor’s Degree, Post Graduate Diploma or Professional Degree in any fields with minimum 3 years working experience in a call centres.
  • Basic insurance knowledge would be definitely an advantage.
  • Customer-orientated with good interpersonal and communication skills.
  • Strong and proven problem solving skills.
  • Service-oriented and positive mindset
  • Proficient in both spoken and written English and Chinese including Mandarin and Cantones


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