Contact Centre Advisor - HK Region

About the Role

Responsible for handling customer inquiries via telephone, email, or online platform.

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.
• Executes empowerment guidelines.
• Provides advice to Customer Service Representatives (CSR) on handling customer enquiries.
• Documents call activities in system.
• Documents follow up items in log sheet or send email to AIA Hong Kong Business partners and Panel strategic partners...