Hong Kong Job Openings
AXA
Assistant Customer Care Manager (Health Contact Centre)
October 31, 2024
Responsibilities:
- Oversee and ensure that all Hotline Service Level Agreements (SLAs) and service standards are met
- Act as the escalation point and liaise with relevant parties (such as supervisors, team leaders, or the back office) to promptly address and resolve customer needs and concerns
- Produce and analyze reports to identify areas for performance enhancement and operational efficiency
- Conduct regular meetings with key steak holders to discuss performance, provide support, and address any concerns
- Develop and maintain strong relationships with our offshore vendors and business partners
- Participate in projects to generate input, consolidation and execution for call center technology deployment
- Assist with administrative tasks as needed
- Support the Head in the development and implementation of departmental strategies, and assume leadership responsibilities in their absence
Qualifications:
- Proven experience in managing offshore call center operations or vendor management
- Strong understanding of call center operations, SLAs, and service standards
- Excellent communication and interpersonal skills
- Ability to analyze data and generate actionable insights for performance improvement
- Experience in team development, coaching, and training
- Proactive and adaptable with the ability to handle diverse responsibilities
- Strong organizational and leadership abilities
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.
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).
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