AXA Customer Care Executive

Job Purpose:

Responsible for providing end to end customer servicing to AXA customers using different communication channels, either voice or email

• Address queries on policy, billing, payment
• Resolve and/or de-escalation of complaints
• Process account modification and requests
• Educate customers and distributors in the different self-service tools of AXA (if applicable)
• Escalate real-time issues for top call drivers that are out of the country
• Address distributor inquiries on transaction status and aftersales process

 

Responsibilities:

Customer Handling

• Educate customers and answer queries on products, processes, and policy information, etc.
• Promote Self-Service channels (whenever applicable)
• Provide extra mile actions to provide delightful customer experience whenever possible
• Ensure that contact information is updated (once mandated by the management)
• Ensure complete processing on issuance of insurance contracts

Service Fulfillment

• Provide complete processing of issuance of insurance contract
• Update customers on status of transactions and request
• Creation of case requests for modification whether it’s new or follow-up
• Advice on requirements, processes, and SLA

Complaints Management

• Provide resolution to customer complaints
• Determine the root cause/nature of complaint through probing and active listening
• Coordinating with stakeholders to determine resolution
• Keep the customer informed on the status of the issue, next steps (with SLA), and solution
• Escalate cases to proper channels if necessary
• Oversee complaints lodged until resolved

 

Qualifications:

• Bachelor’s degree holder
• At least 2 years experience in a Customer Service function
• Exposure in the banking/insurance industry is a plus
• Has experience using multiple/non-traditional channels in customer servicing (chat, new media)
• Excellent communication skills (active listening, verbal, and written)
• Proficient in English and Filipino language (grammar) and can express thoughts clearly
• Dependable
• Flexible and open to change
• A good team player
• Problem Solver, Dynamic and able to multi-task

 

A global leader in insurance and investments, AXA takes care of 103 million lives in 64 countries worldwide. We actively invest in pioneering and personalized solutions to meet your ever-changing needs and exceed your expectations. In the Philippines, we are in partnership with Metrobank, one of the country's strongest banks.