Senior Customer Care Associate (Life Insurance)

AXA is an equal opportunity employer. We are committed to promoting 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 maximise their personal potential.

Responsibilities:

• Handle customer inquiries from different incoming channels such as phone, livechat, email and letter timely and tactfully
• Provide customers with accurate product and policy service information
• Maintain and improve quality results by adhering to standards and guidelines
• Manage and resolve customer complaints and complex cases escalated from customer care associate
• Provide immediate support to team members when they encounter difficulties in handling inquiries
• Document all inquiry information according to standard operating procedures
• Perform ad hoc tasks as required by supervisor being a team player to back up other functions for service continuity
• Assist supervisor to identify and implement improvement initiatives

Qualifications:

• University graduate with at least 3 years customer service experience, preferably in a hotline and correspondence environment
• Candidates with less relevant working experience may be considered as Customer Care Associate
• Passed in IIQE Paper 1, 3 and 5 preferred
• Knowledge of Life and Medical insurance products preferred
• Customer-oriented with passion, patience and caring attitude
• Detail-minded, independent and able to work under pressure
• Excellent interpersonal and communication skills
• Proficient in written and spoken English and Chinese
• Familiar with MS Word and Excel
• Accurate typing skill with speed up to 40wpm (English) and 30wpm (Chinese)
• Willing to travel to Guangzhou (optional)