# Customer Service Advisor (Hotline) - 12 months contract

[AIA](https://www.jorb.ai/firms/aia.md) · Hong Kong · [Risk & Compliance](https://www.jorb.ai/jobs/risk-compliance.md)

AIA is hiring a Customer Service Advisor (Hotline) - 12 months contract in Hong Kong. Posted 2026-05-06; applications close 2026-07-31.

**Apply**: https://aia.wd3.myworkdayjobs.com/External/job/Hong-Kong-HK-AIA-Hong-Kong--Macau/Customer-Service-Advisor--Hotline----12-months-contract_JR-66370

Posted 1mo ago.

## Role details

## About the Role

Handles customer enquiries and complaints regarding all activities in individual Life insurance, Group Medical, and Pension operation processes.

## Responsibilities

  
- Handle customer enquiries and complaints regarding all activities in operation processes such as underwriting, policy owner service, and claims for different lines of business
  
- Report problems, potential crises, and complaints to a supervisor for service improvement
  
- Engage with customers through proactive communication for follow-up cases
  
- Implement empowerment guidelines
  
- Document call activities in the system
  
- Document follow-up items in a log sheet or send email to AIAHK Business Partners
  
- Work closely with AIAHK Business Partners to resolve complaints and uncertain issues
  
- Achieve individual performance and the Service Hotline team performance targets
  
- Perform other responsibilities and duties periodically assigned by a supervisor to meet operational and/or other requirements

## Requirements

  
- Equivalent experience or a Higher Diploma, Associate Degree, or University Degree
  
- Good command of spoken and written English and Chinese; proficient PC skills
  
- Proactive, independent, analytical, patient, and able to work under pressure
  
- Good interpersonal skills, self-initiative with a passion for customer-centric service
  
- Committed to providing a high standard of service to our members
  
- Attentive to detail, well-organized with good problem-solving skills
  
- Basic insurance knowledge is advantageous
  
- IIQE Paper 1 & 3 holder is essential; IIQE 2 & 5 is preferred

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._

## Applying to this role

This Customer Service Advisor (Hotline) - 12 months contract role at AIA runs through the firm's own careers portal and expects a CV and cover letter written specifically for the posting, not a portable submission carried across firms. Jorb AI's application agent tailors a CV and cover letter from your background to this posting and tracks the role alongside the rest of your applications.

[Tailor this application](https://www.jorb.ai/signup?ref=job-atom&firm=aia&job=6a44604d3d78ade1f5d3eb90)

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Updated: 2026-07-02
Canonical: https://www.jorb.ai/jobs/6a44604d3d78ade1f5d3eb90