AXA

Client Service Officer

AXA
Full Time
Junior (less than 3 years)
Upper Secondary / IB / A Level / NVQ
English, Cantonese

Job Description

Client Service Officer

Location: Hong Kong

  • Handle incoming call from frontline staff on General Insurance product enquiry (pre-sales and post-sales) and provide correct information and answer; support frontline to close sales deal (eg remind the missing information on the application form) and settle case (eg endorsement or cancellation)
  • Follow up policy document and ensure the case is fully completed
  • Conduct outbound call to close case (eg follow up missing information on application / form) or to customer to resolve the case
  • Support Business Development Manager to launch campaign and initiatives (eg remind frontline the current campaign)
  • Handle direct or assist Manager to resolve complaint
  • Escalate the referral / complex / complaint case for relevant party(ies) support in order to avoid the case turn into serious case / external complaint
  • Reply/follow up incoming correspondence or email in good written presentation
  • Spot and identify any opportunities for cross-selling/upselling, process improvement, propose initiatives and conduct implementation
  • Build and maintain good relationship and team work within the Team / service provider

Qualification

  • Form 7 or above
  • At least 2 years of working experience in customer service/hotline field, preferable with experience in insurance industry or with insurance license
  • Good interpersonal skill with service attitude, attentive to details, problem solving, well organized, self-initiative and a good team player
  • Good command of both spoken and written English and Chinese & PC skills.

Technical Skills

  • Complaint Handling
  • Customer Service
  • Process Improvement
  • Sales