Responsibilities
Handles customer inquiries from different incoming channels e.g. letter, email, digital media etc timely and tactfully
Provides customers with accurate product and policy service information
Maintains and improves quality results by adhering to standards and guidelines
Manages and resolves customer complaints
Documents all inquiry information according to standard operating procedures
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
Qualifications
Secondary school / DSE graduate or above with at least 2 years of customer service experience, preferably in a Contact Centre environment. Fresh graduates are welcome.
Candidates with higher academic qualification and more relevant working experience may be considered as Senior Customer Care Associate
Passed in IIQE Paper 1, 3 and 5 preferred
Knowledge of Life and Medical insurance products preferred
Customer-oriented with passion, patience and caring attitude
Good interpersonal and communication skills
Good command of written and spoken English and Chinese.
AXA is an equal opportunity employer. We are committed to promoting Inclusion and Diversity (I&D) 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.
