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Assistant Customer Care Manager (Life Contact Centre)AXA Hong Kong
Assistant Customer Care Manager (Life Contact Centre)AXA Hong Kong

Job Highlights

  • Customer Service / Management / Call Centre
  • Claims / policy / underwriting / Complaint
  • No.1 Global Insurance Brand

Job Description

Role and Responsibilities

  • Manage a team of customer care associates to provide professional customer services via phone including Post-sales Call and ensure compliance with operational guideline, regulatory requirements and business strategy
  • Motivate the team to achieve departmental KPIs in a timely and professional manner
  • Monitor contact traffic and case volume and arrange adequate workforce level to meet SLA
  • Handle complicated cases and customer complaints escalated by customer care associates
  • Resolve potential complaints proactively through service recovery and implementation of remedy action
  • Provide coaching and arrange necessary training e.g. product knowledge and soft skills to the team
  • Channel customer feedback to respective internal counterparts timely and properly, and support them to conduct health check in new workflow initiatives or system enhancements
  • Regularly review / update standard operational procedures.
  • Assist supervisor to identify and implement improvement initiatives

Qualifications and Education Requirements

  • Tertiary education graduate
  • Minimum 5 years working experience in life insurance, of which at least 3 years at supervisory/management level
  • Solid experience in contact center operation and strong customer service skill
  • Passes in IIQE (Paper 1, 3, 5). Relevant professional qualification is an advantage
  • Good leadership and able to motivate team members
  • Good interpersonal and communication skills to handle both internal and external customers
  • Strong planning in establishing priority and organizing teamwork.
  • Good people management skills and able to work under pressure
  • Excellent command of both written and spoken English and Chinese. Mandarin in an advantage

Additional Information

Career Level




Years of Experience


Employment Type

Full Time, Permanent

Company Overview

AXA Hong Kong, a member of the AXA Group, prides itself of serving over 1 million customers in Hong Kong and Macau. Besides being one of the largest health protection providers in Hong Kong, it is also the number 1 General Insurance provider1 and a market leader in motor insurance.

AXA Hong Kong is committed to helping its customers achieve stability and prosperity through providing a comprehensive range of life, health, property and casualty protection, as well as wealth management and retirement solutions.
We believe it is our inherent responsibility to support the communities we operate in, hence creating a sustainable business via constant and considerable contribution in the dimensions of health, environment and the community.

AXA is an equal opportunity employer. We are committed to promote Diversity and Inclusion (D&I) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximize their personal potential.

1Based on 2013 Office of the Commissioner of Insurance market share statistics

Additional Company Information

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