Senior Customer Care Associate (Life Contact Centre)
AXA
- Hong Kong
- Permanent
- Full-time
- 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)