客服专员 Customer Service Specialist (粤语 Cantonese Speaking)

Posted 18d ago

工作职责:

  • 负责香港客户在线咨询答疑,针对客户咨询需求,提供有效解答
  • 通过聊天、邮件、电话等与客户有效沟通
  • 高效和专业地处理客户的投诉或关切事项 在客户服务和准确信息方面超越客户的期望
  • 与有关部门保持良好的沟通与合作
  • 協助公司一切的活動執行
  • 团队合作以实现所需的 KPI 元素和 SLA

 

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.
  • 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.

 

Job Requirements:

  • Minimum 1 to 3 years of experience in customer service in call center environment / healthcare / insurance industries.
  • Fluent in spoken Cantonese & Chinese. Pass UEC or 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.
  • Working on weekend shift (rotational basis).
  • The role is required to follow Hong Kong working calendar.

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Employer questions

Your application will include the following questions:
  • Which of the following types of qualifications do you have?
  • Which of the following statements best describes your right to work in Malaysia?
  • Have you worked in a call centre before?
  • What's your expected monthly basic salary?
  • Do you have customer service experience?
  • How many years' experience do you have as a Customer Service Executive?
  • Which of the following languages are you fluent in?
  • How would you rate your Cantonese language skills?

Company profile

Company Logo for AIA
Consulting & Strategy101-1,000 employees

AIA Shared Services (AIASS) was established in May 2009 as a subsidiary of AIA Group Limited (known as ‘AIA’), the largest independent publicly listed pan-Asian life insurance group and a market leader in the Asia-Pacific region for life insurance premiums. Since its establishment, AIASS has grown from strength to strength and today consists of a 1600-strong workforce, committed to providing best-in-class services to support the AIA Group’s operations. As an employee-centric organisation, we believe in value creation through career development opportunities for our employees.

Perks and benefits
Medical
Education support
Sports (e.g. Gym)
Miscellaneous allowance
Dental
Vision

Company information

Registration No.20090105123 (858194-P)

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