At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.
Sound like you Then read on.
About the Role
Responsible for handling customer inquires via telephone, email, or online platform
Job Scope:
- Act as the first point of contact for Hong Kong (HK) customers, handling inquiries via email and live chat.
- Provide accurate information on insurance products, policies, and claims, and resolve customer issues promptly.
- Manage customer cases efficiently, ensuring timely resolution and compliance with company standards and SLA requirements.
- Deliver high-quality customer service and maintain accurate records in the TIPS system.
- Complete assigned tasks, support ad hoc activities, and ensure seamless service delivery.
- Provide cross-support to Claims Operations and other functional teams as required.
- Maintain knowledge of insurance products, customer operations, and industry best practices to support effective service delivery.
Job Requirement:
- Diploma or Bachelor's Degree in any discipline.
- Prior experience in customer service, policy administration, or claims operations within the insurance industry is preferred.
- Strong verbal and written communication skills in English and Mandarin to support Hong Kong (HK) customers.
- Ability to handle customer inquiries professionally and manage multiple cases in a fast-paced environment.
- Customer-oriented with strong problem-solving, organizational, and attention-to-detail skills.
- Proficient in Microsoft Office applications and comfortable using customer service systems.
- Willing to work according to the Hong Kong business calendar and public holidays schedule.
- Willing to be based at IOI City Mall, Tower 1, Putrajaya.
