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
负责全渠道客服工单的全流程闭环管理与复杂纠纷化解，持续提升服务质量与合规水平。岗位职责：
1. 全渠道客户服务工单处理，进行全流程闭环管理，确保各项指标达标；联动各部门为客户提供解决方案，做好消费者权益保护工作；
2. 复杂案件处理，识别案件风险点，高效并多元化解客户纠纷；
3. 工单数据统计和分析、编制热点问题和案例分析，从投诉趋势中提炼改进点；
4. 协助主管对客户服务流程和投诉管理制度优化，提出合理化建议并实施；
5. 参与部门各类项目的执行；
6. 主管布置的其他工作。
岗位要求：
1. 大学本科及以上学历，法律或金融保险专业优先；
2. 3年以上金融保险机构客诉或者消保相关工作经验，有寿险行业经验者优先；
3. 较高的服务意识、应变能力和风险识别能力；
4. 良好的文字功底，较强的沟通能力和责任心，能承受压力；
5. 良好的中英文运用能力，熟练掌握MS Office软件，擅长制作PPT。
Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.
Skills Required
- Bachelor’s degree or above; law or finance and insurance majors preferred.
- At least 3 years of experience handling customer complaints or consumer protection matters in financial or insurance institutions.
- Life insurance industry experience.
- Strong service awareness, adaptability, and risk identification ability.
- Strong writing, communication, and sense of responsibility; able to work under pressure.
- Good Chinese and English proficiency.
- Proficiency with Microsoft Office and PowerPoint.
What We Do
AIA Group Limited is a multinational insurance and financial services corporation headquartered in Hong Kong, providing life insurance, savings, and health protection products across the Asia-Pacific region.
