Service, Specialist

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone. It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030. And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business. Sound like you? Then read on.

About the Role

Position Objective: Handles customer enquiries and complaints regarding all activities in operation process and maintains smooth daily operation of service hotline, counter, livechat and handles complex complaints.

Roles and Responsibilities

Hotline, Counter and Livechat Operation (75%)

• Supports the team to deliver service and maintain smooth daily operation to meet service benchmark.
• Monitors call/ Livechat/ Kisok/ Visit traffic and arrange adequate workforce to meet service targets
• Trains the team in different aspects, such as product knowledge, system knowledge and telephone handling skills.
• Assists immediate supervisor to identify/implement the service improvement initiatives through system enhancement, process reengineering and etc
• Handles complex and complaint calls escalated from the team
• Reports problems, potential crisis and complaints to immediate supervisor for service improvement.
• Deliver real time monitoring on the floor quality to avoid potential complaint and provide comprehensive and accurate solution.
• Identify the operation issue by monitoring the real cases and work closely with AIAHK Business Partners to offer a long-term solution

Administrative Works (20%)

• Reviews and endorse time sheet of the team
• Works closely with AIAHK Business Partners to resolve the complaints and uncertain issues.
• Prepare periodic call performance report to internal and external business partners.
• Analyze and evaluate the follow up cases.
• Manage the long pending cases of the team.

Other responsibilities (5%)

• Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements.

Minimum Job Requirements

• Tertiary education graduate in any discipline, or Secondary education graduate plus minimum 7 to 8 years relevant experience, or Minimum 7 years work experience in Call Centre operation; of which 4 years is in supervisory level;
• Hands-on experience in customer service;
• Basic pension (MPF & ORSO) knowledge would be definitely an advantage.

Others

• You are preferred to obtain the license of Insurance Authority (IA) (Paper 1,2,3,5) or Mandatory Provident Fund Schemes Authority (MPFA) (Paper 4)
• You are required to obtain the relevant license(s) if your job involves regulated activities

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.

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone. It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. As the largest listed company on the Hong Kong Stock Exchange, we've been proudly making a difference for people and communities across Asia for over a century. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way. Inspiring and supporting you to thrive - not just at work, but in life. Believe in better with AIA. View our AIA LinkedIn page Bring your difference to AIA