Assistant Customer Service Manager (Counter Service)

Insurance • Full Time • Tsim Sha Tsui, Hong Kong, HK • 6d ago

About AXA Hong Kong and Macau

AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 51 markets and serving 94 million customers worldwide. Our purpose is to act for human progress by protecting what matters.

As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance. We are the largest General Insurance provider and a major Health and Employee Benefits provider. Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve. At the core of our service commitment is continuous product & service innovation and customer experience enrichment, which is achieved through actively listening to our customers' needs and leveraging and investing in technology and digital transformation.

We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community. We are proud to be the first to address the importance of mental health through different products and services and thought leading iconic research. Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations. We are committed to integrating environmental, social and governance factors across our business and strive to contribute to a sustainable future through 3 distinct roles - as an investor, an insurer and an exemplary company.

AXA is an equal opportunity employer. We are committed to promoting Diversity and Inclusion (D&I) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential.

Responsibilities:

Support team head in overseeing daily cashier operations within the customer service centre
Coordinate and ensure the efficient operation of cashier activities within the customer service center, supporting seamless daily workflow
Provide excellent counter services to both distributors and customers, ensuring a positive customer experience
Monitor transaction processing times to ensure all payments are completed within the established Turnaround Time (TAT)
Control and verify that all payments received comply with internal compliance guidelines and meet regulatory requirement
Ensure the accuracy and completeness of all payment transactions, conducting regular audits
Contribute to continuous process improvement initiatives to optimize efficiency, accuracy, and customer satisfaction
Ensure team adherence to company policies, compliance standards, and audit procedures

Qualifications:

University graduate
At least 5 years of relevant experience in the insurance or financial industry, with supervisory responsibilities
Experience in counter payment services and strong customer service skills
Good command of English and Chinese (both spoken and written); Putonghua proficiency is preferred
Proficient in PC applications, including Excel, Word, and PowerPoint
Good communication and problem-solving skills
Strong organizational skills with the ability to prioritize tasks effectively
High attention to detail and accuracy, with a keen eye for precision in transactional and financial activities

All applications applied through our system will be delivered directly to the advertiser and privacy of personal data of the applicant will be ensured with security.

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