- Assist the Manager, Customer Relations to manage & lead the team to handle complaints in relation to our insurance
products in Life and General Insurance so as to maintain the professional image of AXA
- Handle Life and General Insurance complaints, adhere to operating guidelines, work within delegated authorities, meet
departmental SLA targets and pass periodic independent quality control reviews.
- Handle and investigate complaint cases from direct customers and regulators
- Perform acknowledgement, investigation on entitlement, resolution and response
- Involve operations/distribution for case information, root cause reason and execution of approved actions.
- Be responsible for following complaints operating guidelines including delegated authorities for resolution and
compensation.
- Be responsible for identifying problems & clarifying the complaints and making recommendations for future improvement
- Work in conjunction with Customer Service, Marketing, Compliance, Legal, Distribution and Operations, to provide
resolutions and responses.
- Maintain good relationship with regulatory bodies and business partners from complaint perspective
- Evaluate and alert senior management if the complaints have potential risks to the Company
- Provide the coaching to the team members
- Participate in projects that relevant to customer complaints

Requirements
- Higher diploma or above with minimum 4 years of working experience in customer services or complaint handling in Insurance products
- Strong analytical, logical, negotiation and problem-solving skills
- Work independently with strong interpersonal & influencing skills
- Excellent written English and Chinese correspondence skill
- Good verbal communication in English, Cantonese and Mandarin
- Strong driver role & ownership to deliver result within tight timeline
- Able to meet a stretch assignment and take on challenges
- Able to work under pressure and with “can-do” & positive attitude
- Self-initiative and a good team player