Customer Service Advisor – 12‑Month Contract

About the role

The Service Advisor I will handle customer inquiries through telephone, email, and online platforms, supporting AIA's mission to promote healthier, longer, better lives. This 12‑month contract position focuses on delivering high‑quality service across underwriting, policy owner services, and claims for multiple insurance lines.

Key responsibilities

• Manage inbound customer enquiries and complaints via hotline (approximately 75% of time).
• Report issues, potential crises, and complaints to supervisors for service improvement.
• Make outbound follow‑up calls to customers as needed.
• Document call activities and follow‑up items in the system and log sheets.
• Collaborate closely with AIAHK Business Partners to resolve complaints and uncertain issues.
• Perform occasional additional duties assigned by the supervisor.

Required profile

• Secondary education graduate with at least 4 years of work experience.
• 2‑3 years of relevant experience in insurance, customer service, or hotline operations.
• Hands‑on experience in customer service environments.
• Basic knowledge of insurance products and Mandatory Provident Fund (MPF) schemes is advantageous.
• Must obtain the required Insurance Authority (IA) and MPFA licences if the role involves regulated activities.

Required skills