Location
cyberjaya, selangor, Malaysia
Posted
July 09, 2026
Job Description
About the Role
Responsible for handling customer inquiries via telephone, email, or online platform.
Job Responsibilities
- 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).
- Deliver world‑class customer service, while responding to customer’s inquiries and concerns via calls, email or live chat for the Hong Kong market.
- 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.
- Documents follow up items in log sheet or send email to AIA Hong Kong Business partners and Panel strategic partners...