Job Responsibilities

• Handles customer enquiries and complaints related to insurance policy operation process such as Underwriting, Policy Owner Service, and Claims (PA approval, case assessment, appointment booking).
• Deliver world-class customer service, while responding to customer’s inquiries and concerns via calls, email or live chat for the Hong Kong market.
• Reports problems, potential crisis and complaint to supervisor for service improvement.
• Makes outbound call to customers for follow-up cases.
• Documents call activities in system.
• Documents follow up items in log sheet or send email to AIA Hong Kong Business Partners and Panel strategic partners.
• Works closely with AIA Hong Kong Business Partners and Panel strategic partners to resolve the complaints and uncertain issues.
• Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or o...