Customer Service Advisor – Hotline (12‑month contract)

About the role

Join AIA’s Service Hotline team to provide professional support to policy owners across life insurance, group medical and pension products. You will act as the first point of contact, handling enquiries and complaints while ensuring a high‑quality customer experience.

Key responsibilities

• Handle customer enquiries and complaints related to underwriting, policy owner service and claims across multiple lines of business.
• Report problems, potential crises and complaints to supervisors for continuous service improvement.
• Engage customers proactively for follow‑up cases and implement empowerment guidelines.
• Document call activities in the system and log follow‑up items or email AIAHK Business Partners.
• Collaborate closely with AIAHK Business Partners to resolve complex issues.
• Achieve individual and team performance targets for the Service Hotline.
• Perform additional duties assigned by the supervisor to meet operational requirements.

Required profile

• Equivalent experience or a Higher Diploma, Associate Degree, or University Degree.
• Fluent spoken and written English and Chinese, with solid PC skills.
• Proactive, analytical, patient and able to work under pressure.
• Strong interpersonal skills, self‑initiative and a passion for customer centricity.
• Commitment to delivering high‑standard service to members.
• Attention to detail, well‑organized and good problem‑solving abilities.
• Basic insurance knowledge is an advantage.
• IIQE Paper 1 & 3 holder (essential); IIQE 2 & 5 preferred.

Required skills

• PC operation

What we offer

• 12‑month fixed‑term contract with a dynamic, supportive environment.
• Opportunities to develop expertise in insurance operations and customer service.