HK Contact Centre Advisor

HK Contact Centre Advisor

AIA Group
Not Specified
Not Specified

Job Description

Bring your career aspirations to life with AIA!Responsible for handling customer inquires via telephone, email, or online platform
. Handles customer enquiries and complaints regarding all activities in insurance policy Operation process such as Underwriting, Policy Owner Service, and Claims (PA approval, case assessment, appointment booking).
. Reports problems, potential crisis and complaint to supervisor for service improvement.
. Makes outbound call to customers for follow-up cases.
. Executes empowerment guidelines.
. Provides advice to Customer Service Representatives (CSR) on handling customer enquiries.
. Documents call activities in system.
. Documents follow up items in log sheet or send email to AIAHK Business partners and Panel strategic partners.
. Works closely with AIAHK Business Partners and Panel strategic partners to resolve the complaints and uncertain issues.
. Provide cross support to other functions whenever necessary.
. Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements.

Job Details

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About AIA Group

For more than a century, AIA has strived to make a significant, positive impact for our customers and communities across Asia, reinforced by our Purpose : to help millions of people live Healthier, Longer, Better Lives . Our Purpose guides the decisions we make and the actions we take as an organisation - empowering and enabling people to understand and manage their health, while meeting their long-term savings and protection needs. We believe that helping to create a healthier Asia is one of the most important and valuable things we can do for our communities, today and in the future.

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