Contact Centre Advisor - HK Region (Non-Voice Channel)

Build a healthier and more sustainable future for everyone.

At AIA, your skills, perspective and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will take on meaningful challenges, collaborate with talented colleagues and help turn ideas into positive outcomes for our customers and communities.

Join us to shape what comes next, grow through new experiences and extend your impact across Asia.

About the Role

Responsible for handling customer inquires via telephone, email, or online platform

Job Responsibilities:

1. Written Enquiry  

Handle written enquiries and non-agent related complaints referred by other departments and as assigned by superiors:

• Execute operation procedures in compliance with the documented procedures, service benchmarks, regulatory requirements, Company’s policies and practices. 

• Provide prompt services and accurate policy information with professional advices. 

• Handle customers’ special requests in relation to policy matters with reference to applicable guidelines. 

• Handle customer complaints tactfully and resolve complaints by empowerment/carry out service recovery actions if appropriate. 

• Escalate cases upward timely with reference to applicable guidelines. 

2. Quality Assurance with Continuous Improvement 

Provide quality services to customers with continuous improvement:

• Collect customer feedback for continuous improvement.

• Report regularly to superiors of any operation problems encountered and suggest action items.

• Participate in projects or assignments relating to service enhancement.

• Work towards the service direction of Customer Experience Transformation Program (CETP) and Ease of Doing Business (EoDB).

3. Support to Working Partners 

Provide support within and across teams to ensure smooth operation and achieve service alignment:

• Equip with other CS skill sets via job rotation or attachment.

• Provide support within and across teams within self’s knowledge and ability.

4. Other Responsibilities 

Perform other responsibilities and duties periodically assigned by superior(s) in order to meet operational and / or other requirements.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.