Customer Service Advisor, Customer Service (Counter Team)


Technical Skills

  • Compliance
  • Customer Service
  • Life Insurance
  • Quality Assurance
  • Underwriting

Job Description

Customer Service Advisor, Customer Service (Counter Team)

Location: Hong Kong, HK

Job Summary:


Contribute to Customer Service by handling customer enquiries, requests and complaints at counter in accordance with the department’s quality objective and in line with the Company’s operating philosophy and principles.  Provide support to working partners to ensure smooth operations.



Roles and Responsibilities:


Serving at AIA Wealth Select Centre

Serve customers and agents in the areas of enquiries, requests, complaints and PRC verifications

  • Execute operation procedures in compliance with the documented procedures, service benchmarks, regulatory requirements, Company’s policies and practices
  • Provide prompt services and accurate policy information with professional advices
  • Handle customer problems and complaints tactfully
  • Handle customers’ special requests in relation to policy matters with reference to applicable guidelines
  • Escalate cases upward timely with reference to applicable guidelines
  • Work with Premium Collection and Underwriting to provide one stop PRC verification service to customers


Quality Assurance with Continuous Improvement

Provide quality services to customers with continuous improvement

  • Collect customer feedback for continuous improvement
  • Report regularly to superiors of any operation problems encountered and suggest action items
  • Participate in projects or assignments relating to service enhancement
  • Work towards the service direction of Customer Experience Transformation Program (CETP) and Ease of Doing Business (EODB)


Support to Working Partners

Provide support within and across teams to ensure smooth operation and achieve service alignment

  • Equip with other CS skill sets via job rotation or attachment
  • Provide support within and across teams within self’s knowledge and ability


Other Responsibilities

Perform other responsibilities and duties periodically assigned by superior(s) in order to meet operational and / or other requirements



Job Requirements:


  • University / College graduate with 1-2 years’ working experience OR Form Five plus at least 4-5 years’ working experience
  • Knowledge of life insurance
  • Good communication and interpersonal skills
  • Service-oriented and positive mindset
  • Able to deal with difficult customers
  • Proficient in both spoken and written English and Chinese including Mandarin



We offer an attractive remuneration package to the successful candidate.  Please submit your application by clicking “Apply Now” for our processing.


All personal information provided by applicant will be treated in strict confidence and used solely for recruitment purposes.  The personal information will be used strictly in accordance with AIA’s personal data policies, a copy of which will be provided upon request.  It is possible that information about the applicant or the applicant’s application will be shared with AIA and its related companies.  AIA will retain all applications for a period of up to 24 months after which the documents will be destroyed.

Employment TypeFull-time
Education LevelBachelor
QualificationAIA Professional Accountancy Qualification
LanguageEnglish, Cantonese, Mandarin (Putonghua)
AIA Group LimitedInsurance and Reinsurance

AIA Central, 1 Connaught Rd Central, Central

directions_walk13 mins walk from Admiralty Station