Responsibilities: Handles customer inquiries from different incoming channels e.g. letter, email, digital media etc timely and tactfully Provides customers with accurate product and policy service information Maintains and improves quality results by adhering to standards and guidelines Manages and resolves customer complaints Documents all inquiry information according to standard operating procedures Performs ad hoc tasks as required by supervisor being a team player to back up other functions for service continuity Assists supervisor to identify and implement improvement initiatives Qualifications: Secondary school / DSE graduate or above with at least 2 years of customer service experience, preferably in a Contact Centre environment. Fresh graduates are welcome. Candidates with higher academic qualification and more relevant working experience may be considered as Senior Customer Care Associate Passed in IIQE Paper 1, 3 and 5 preferred Knowledge of Life and Medical insurance products preferred Customer-oriented with passion, patience and caring attitude Good interpersonal and communication skills Good command of written and spoken English and Chinese. Familiar with MS Word, Excel and Chinese Word Processing 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 52 markets and serving 92 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 Inclusion and Diversity (I&D) 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. Our people strategies are designed to enhance employee well-being and professional growth, ultimately empowering them to excel within the company. Click here to learn more about our Benefits (https://www.axa.com.hk/en/benefits), Culture (https://www.axa.com.hk/en/culture-and-values), & Career Development (https://www.axa.com.hk/en/career-development).