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Senior / Customer Service Advisor, Call Centre (Inbound Services)

Date: Aug 12, 2019

Location: Hong Kong, HK

Company: AIA Careers

Job summary:


Handle agent / IFA / Broker / customer enquiries and complaints regarding all activities in insurance operation process



Roles and responsibilities:


  • ​Handle agent / IFA / Broker / customer enquiries and complaints regarding all activities in insurance policy operation process such as underwriting, policy admin and claims
  • Report problems, potential crisis and complaint to supervisor for service improvement
  • Make outbound calls to agent / IFA / Broker / customer for follow-up cases
  • Execute empowerment guidelines
  • Provide advice to Customer Service Representatives (CSR) on handling customer enquiries



Job requirements:


  • Secondary education graduate with 3 years working experience
  • Minimum 2 years relevant experience in Insurance / Customer Service / hotline service
  • Candidates with more experience will be considered as Senior Customer Service Advisor
  • Hands-on experience in customer service
  • Basic insurance knowledge would be definitely an advantage
  • Strong problem solving skill and results oriented

  • Good command of both written and spoken English and Chinese

  • Proficient in MS Word, Excel, PowerPoint and Chinese Word Processing

  • Responsible, well-organized and attentive to details



We offer an attractive remuneration package to the successful candidate.   Please submit your application by clicking “Apply Now” for our processing.


All personal information provided by applicant will be treated in strict confidence and used solely for recruitment purposes. The personal information will be used strictly in accordance with AIA’s personal data policies, a copy of which will be provided upon request. It is possible that information about the applicant or the applicant’s application will be shared with AIA and its related companies. AIA will retain all applications no longer than 24 months after which the documents will be destroyed.

Job Segment: Call Center, Customer Service