At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

To provide exceptional customer service by efficiently handling inbound hotline and Chats resolving customer inquiries and ensuring a positive customer/Agent experience.

Job Description

To be the first point of contact for members, end users, clients, service providers and colleagues. Ensure customers’ enquiries and requests are handled as per the stipulated performance standards and benchmarks.

Demonstrate a “can do” and professional attitude when servicing members and clients with the objective of exceeding expectations with the service provided.

Demonstrate an understanding of all members’ operations and ability to apply in live case management. Ensure all customer interactions are captured and logged in TIPS system accurately.

Manage cases efficiently and ensuring compliance with company policies and procedures.

Take ownership of cases and manage them proactively, ensuring progress aligns with the best interests of both the member and the client.

Ensure all calls/Chats are answered promptly, appropriately and courteously & within Service Level Agreement (SLA)  

Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner.

To complete all calls assigned, handle other assignments and/or ad hoc projects as and when required. To manage an allocated load of cases within the working hours and ensure that it is communicated appropriately and efficiently.

Ensure that sufficient logistic arrangements are made in timely and appropriate manner to meet the needs of members and clients.

Provide cross support team to other functions whenever necessary.

Job Requirement

A recognized tertiary Diploma / Bachelor's Degree in Business Admin, Management, Insurance Studies or certificate equivalent qualifications.

Minimum 3 to 4 years of experience in customer service in call centre environment / healthcare / insurance industries.

Fluent in spoken English & Chinese. Candidate with proficiency to converse in Mandarin / Cantonese would be an added advantage. Passing SPM Chinese subject is a MUST.

Certifications / licenses – LOMA / other customer service certified would be an added advantage.

Experience in Group Insurance is an added advantage.

Strong customer service orientation, with good communication and problem solving skills with strong attention to detail.

High level of customer centricity mindset with dedication to deliver exceptional quality services for customers.

Ability to be resilient in face of difficult situations.

Self-motivated and proficient in Microsoft Office.

Good commitment at work, good attitude, willing to learn.

Able to adapt desk-bound working environment, working shift including weekend on rotation basis & able to work overtime beyond normal office hour (including weekend & public holiday).

The role is required to follow Hong Kong working calendar.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.