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.