Retail Customer Support Officer

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. Show more Show less