AXA Hong Kong, a member of the AXA Group, prides itself of serving over 1 million customers in Hong Kong and Macau. Besides being one of the largest health protection providers in Hong Kong, it is also the number 1 General Insurance provider1 and a market leader in motor insurance. AXA Hong Kong is committed...
AXA Hong Kong, a member of the AXA Group, prides itself of serving over 1 million customers in Hong Kong and Macau. Besides being one of the largest health protection providers in Hong Kong, it is also the number 1 General Insurance provider1 and a market leader in motor insurance.

AXA Hong Kong is committed to helping its customers achieve stability and prosperity through providing a comprehensive range of life, health, property and casualty protection, as well as wealth management and retirement solutions.
We believe it is our inherent responsibility to support the communities we operate in, hence creating a sustainable business via constant and considerable contribution in the dimensions of health, environment and the community.

AXA is an equal opportunity employer. We are committed to promote Diversity and Inclusion (D&I) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximize their personal potential.


1Based on 2013 Office of the Commissioner of Insurance market share statistics

Senior Service Improvements Officer

Job level Middle
Work exp No work experience
Education Bachelor Degree
Location
Within Hong Kong
Employment type Full Time
Industry Insurance / Pension Funding (MPF)
Job function Insurance > Others
Banking / Finance > Account / Relationship Management
Marketing / Public Relations > Marketing - Customer / Trade Marketing
Published On 17/09/2019
ref. 190007EA_17906

Description

  • Manage service recovery of ICF/TCF (Instant Customer Feedback/Transparent Customer Feedback)

  • Perform first level investigation to identify root cause and case owners

  • Liaise and follow up with relevant departments/case owners to resolve customers' feedback &/or issues.

  • Work with case owners to actively manage resolution within SLA.

  • Work with frontline leads and case owners to ensure cases are follow up on

  • Ensure resolutions to customers are provided in a timely manner

  • Draft and send letters/emails for case resolution when necessary.

  • Monitor ICF/TCF daily volume and report accordingly

  • Provide feedback and suggestion within Contact Centre for process improvement if any

  • Identify knowledge gaps and recommend training needs by performing monthly analysis


Qualifications

  • Experience in handling complaint/escalation an added advantage

  • Familiar with Contact Centre operating systems and processes and products.

  • Confident and possess strong interpersonal skills with the ability to work well with people of all levels

  • Excellent in written and verbal communication (English, Cantonese and preferably Mandarin as well)

  • Self-motivated and is able to work in a fast-paced and demanding environment.

  • Analytical, able to identify trends and make strategic recommendations.