Officer, Partnership & Direct Retail Business

Responsibilities

• Handle customer inquiries from different incoming channels (phone, email, digital media, etc.) timely and tactfully.
• Provide customers with accurate product and policy service information.
• Maintain good customer relationships and promote the company’s services.
• Liaise with internal departments to ensure proper resolution of customer enquiries.
• Address customer feedback and complaints professionally.
• Log all customer queries in a clear and concise manner and adhere to internal SLAs for follow-ups and response times.
• Handle soft complaints from customers and liaise with internal departments to resolve them within specified timelines.
• Reply or follow up on incoming correspondence and emails.
• Build and maintain good relationships and teamwork within the team.

Qualifications

• University graduate with 1 year of customer service experience, preferably in a call center environment; fresh graduates are also welcome.
• IIQE I and II insurance licenses preferred.
• Knowledge of General Insurance products preferred.
• Customer-oriented with passion, patience and a caring attitude.
• Excellent interpersonal and communication skills.
• Proficient in written and spoken Putonghua and Chinese; fluent in written and spoken English.
• Familiar with MS Word and Excel.

About AXA Hong Kong and Macau

AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with a presence in 52 markets and serving 92 million customers worldwide. Our purpose is to act for human progress by protecting what matters. As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance. We are the largest General Insurance provider and a major Health and Employee Benefits provider. Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve.

At the core of our service commitment is continuous product and service innovation and customer experience enrichment, which is achieved through actively listening to our customers’ needs and leveraging and investing in technology and digital transformation. We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community. We are proud to be the first to address the importance of mental health through different products and services and thought-leading iconic research.

Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations. We are committed to integrating environmental, social and governance factors across our business and strive to contribute to a sustainable future through three distinct roles — as an investor, an insurer and an exemplary company.

AXA is an equal opportunity employer. We are committed to promoting Inclusion and Diversity (I&D) 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. Our people strategies are designed to enhance employee well-being and professional growth, ultimately empowering them to excel within the company.

Click here to learn more about our Benefits, Culture, and Career Development.