Key Responsibilities & Accountabilities
• Maintain a customer care team known for its approachability, professionalism, and customer-first focus.
• Serve as the critical link between AXA and its Retail customers.
• Cultivate professional, long-term relationships with Retail customers to enhance trust and loyalty.
• Directly contribute to enhancing overall customer satisfaction and actively reduce churn rates.
II. Inbound Customer Support & Resolution
• Resolve customer issues and inquiries completely and effectively (end-to-end), which includes:
• Handle the daily volume of inbound calls in a timely and professional manner.
• Adhere to communication scripts and guidelines when addressing various customer topics.
• Identify customer needs and provide viable solutions or alternatives.
• Follow up internally on customer requests to ensure timely completion.
• Communicate the final resolution outcome back to the customer.
• Process immediate customer service requests, including:
o Handle customer requests for premium payments.
o Process policy renewals on the spot.
o Execute initial efforts to retain dissatisfied customers, then escalate complex issues to the Customer Service Management (CSM) team as required.
III. Outbound Customer Engagement (Upon Activation)
• Contact new customers proactively to deliver a professional welcome and build a positive, sustainable relationship.
• Confirm the successful receipt of the customer's policy pack.
• Assist customers with downloading and registering on the MyAXA application, explaining all features and usage.
• Systematically follow up on policy renewals to secure retention and collect reasons for policies lost to non-renewal
Job Specifications
Education / Certifications:
• Bachelor’s degree in a relevant field.
Job Qualifications:
• Strong knowledge of AXA’s products
• 0-3 Years of similar experience.
Soft Skills & Behavioral Competencies:
• Excellent communication skills.
• Very good command of English
• Excellent Interpersonal skills
• Ability to multitask efficiently and work under multiple deadlines.
• Strong Analytical skills.
