Senior Customer Care Associate (Life Contact Centre)

• Handles customer inquiries from different incoming channels e.g. phone, email, letter, digital media etc timely and tactfully
• Provides customers with accurate product and policy service information
• Maintains and improves quality results by adhering to standards and guidelines
• Manages and resolves customer complaints and complex cases escalated from customer care associate
• Provides immediate support to team members when they encounter difficulties in handling inquiries
• Documents all inquiry information according to standard operating procedures
• Performs ad hoc tasks as required by supervisor being a team player to back up other functions for service continuity
• Assists supervisor to identify and implement improvement initiatives
• Travel to Guangzhou is required

• University graduate with at least 3 years customer service experience, preferably in both call centre and correspondence environment
• Passed in IIQE Paper 1, 3 and 5 preferred
• Knowledge of Life and Medical insurance products preferred
• Detail-minded, independent and able to work under pressure
• Customer-oriented with passion, patience and caring attitude
• Excellent interpersonal and communication skills
• Proficient in written and spoken English and Chinese. Fluency in Putonghua is an advantage
• Familiar with MS Word, Excel and Chinese Word Processing
• Accurate typing skill with speed up to 40wpm (English) and 30wpm (Chinese)

AXA