Contact Centre Advisor (Hong Kong Market)

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- Handles customer enquiries and complaints regarding all activities in insurance policy Operation process such as Underwriting, Policy Owner Service, and Claims (PA approval, case assessment, appointment booking).- Reports problems, potential crisis and complaint to supervisor for service improvement.- Makes outbound call to customers for follow-up cases.- Executes empowerment guidelines.- Provides advice to Customer Service Representatives (CSR) on handling customer enquiries.- Documents call activities in system.- Works closely with AIAHK Business Partners and Panel strategic partners to resolve the complaints and uncertain issues.- Provide cross support to other functions whenever necessary.- Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements.- You will be following Hong Kong working calender- Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._