You may also like

Customer Care Support Manager

  • Accountancy
  • Adobe Air
  • +4 skills
  • +5 skills

Customer Care Executive / Customer Care Assistant (Fresh Graduate Welcome)

Macroview Telecom
  • Accountancy
  • Costing
  • +5 skills
  • +6 skills

Customer Care Executive

Macroview Telecom
  • Accountancy
  • Microsoft Excel
  • +2 skills
  • +3 skills

Customer Care Officer , Prestige Banking(17k)(fresh grad welcome)

  • Find out more about the job
  • Find out more about the job

Customer Care Representative (Front Desk)

PURE Fitness
  • Microsoft Excel
  • Microsoft Word
  • +1 skill

Senior Officer, Customer Care Management

Intermediate (3-6 years)


Technical Skills

  • Customer Service
  • Digital Marketing
  • Marketing
  • PR
  • Training

Job Description

Senior Officer, Customer Care Management

Location: HONG KONG

  • Participate in the development of AI-enabled customer interaction solution such as ChatBot, VoiceBot and MailBot throughout analytical, development, testing and implementation stages
  • Monitor and train AI-enabled servicing platform to improve the performance
  • Drive engagement and create content for AI-enabled servicing platforms, define efficient process for identifying questions using keywords search
  • Work with Contact Centre Team, Service Improvement Team to brainstorm and develop and design conversational dialogue flow, templates and wordings with predefined voice of tone
  • Keep fully up to date with all that is happening within the organization such as New Product Release, Marketing Campaign, Update from Regulator to enrich the content of AI-enabled servicing platforms
  • Perform any ad hoc tasks as assigned


  • 3+ years in a customer service role with proven experience in supporting or solving insurance enquiries, preferrably within a call-centre environment.  
  • Knowledge of life and/or general insurance operations an advantage
  • Ability to understand customer concerns and exposure to a range of different scenarios.
  • Strong passion for technology or digital market trends.
  • Excellent communication in spoken and flawless written English and Cantonese.
  • Degree qualified, preferably in Business, Communication, Translatoin, Marketing Business, New Media, Public Relations, Information Technology or related disciplines.
  • Text editing
  • Copywriting
  • Educating Customer
  • Willing to learn and a fast learner
  • Logical thinking
  • Problem solver
  • Ability to work in team as well as independently
  • Strong sense of responsibility

Employment TypeFull-time
Career LevelIntermediate (3-6 years)
Education LevelNon-specified
LanguageEnglish, Cantonese
AXAInsurance and Reinsurance

42/F., AXA Tower, Landmark East, 100 How Ming Street, Kwun Tong

directions_walk8 mins walk from Kwun Tong Station