Contact Centre Advisor - HK Region

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.

Works closely with AIA H...