Contact Centre Advisor - HK Region

Job Responsibilities:

• 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).

• Deliver world-class customer service, while responding to customer's inquiries and concerns via calls, email or live chat for the Hong Kong market.

• 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 AIA Hong Kong Business partners and Panel strategic partners.

• Works closely with AIA Hong Kong 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.

• Meet and exceed quality goals, compliance regulations and productivity targets.