Senior Customer Service Officer (hotline)

Job Opportunity At AXA Hong Kong And Macau

Responsibilities: Handle distributor enquiry on aspects of Underwriting, Policy Administration, and Claims. Provide excellent end-to-end service with a positive customer mindset. Managing large amounts of inbound and outbound calls from the sales channel in a timely manner, including counter service if job rotated. Identifying distributors' needs, clarifying information, researching every issue, and providing solutions. Build sustainable relationships and engage distributors by taking the extra mile. Anticipate escalation and take over calls when needed. Keep management informed on issues and problems. Prepare monthly/annual results and performance reports.

Qualifications: University graduate. With a minimum of 4 years of experience in Life Underwriting and Policy Administration, claims experience is preferred. With a minimum of 2 years of experience in the insurance/financial industry, preferably in Contact Service Center. Experience in customer service is essential. Good command of English and Chinese in both spoken and written, Putonghua is preferred. Competent PC knowledge, including Excel, Word, and PowerPoint. Tech savvy with knowledge of equipment and relevant computer programs. Good communication skills and problem-solving skills as well as negotiation abilities. A results-oriented approach. Ability to work under pressure.

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 50 markets and serving 95 million customers worldwide. Our purpose is to act for human progress by protecting what matters. As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health, and General Insurance. We are the largest General Insurance provider and a major Health and Employee Benefits provider. Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses, and community we serve. At the core of our service commitment is continuous product & service innovation and customer experience enrichment, which is achieved through actively listening to our customers' needs and leveraging and investing in technology and digital transformation. We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community. We are proud to be the first to address the importance of mental health through different products and services and thought leading iconic research. Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations. We are committed to integrating environmental, social, and governance factors across our business and strive to contribute to a sustainable future through 3 distinct roles - as an investor, an insurer, and an exemplary company.