SEEK Asia Style Guide

Senior Customer Care Associate (Life Contact Centre)AXA Hong Kong
Senior Customer Care Associate (Life Contact Centre)AXA Hong Kong
Job Highlights
  • Call Centre / Life product / Inbound call
  • Customer service / claims / enquiry
  • No.1 Global Insurance Brand
Job Description

Job Responsibilities

  • Responsible to call monitoring, coaching and identifying the improvement areas of the Customer Care Associate (CCA), to ensure customer's inquiries is being handled properly and in professional manner
  • Responsible to prepare and update management reports and statistics
  • Resolve issue escalated from the subordinates and give clear directions to the subordinate to perform their work and assist in follow up case with internal parties
  • Carry out any other duties and responsibilities given by the Management. This may involve answering information queries, managing customer complaints
  • Support ad hoc tasks / assignment on customer service project or initiatives

Job Requirements

  • Form 7 graduate/diploma or above
  • At least 4 years working experience in insurance / finance industry
  • Knowledge of Customer Service and Call Centre Operations
  • IIQE qualification - Paper 1, 3 & 5 preferable
  • Good interpersonal and communication skills
  • Good administrative and organization skill
  • Well organized, self-initiative and a good team-player
  • Excellent command of both written and spoken English and Chinese.Mandarin in an advantage
Additional Information
Career Level
Middle
Qualification
Degree
Years of Experience
N/A
Employment Type
Full Time, Permanent
Company details
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