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: handle customer requests for premium payments; process policy renewals on the spot; execute initial efforts to retain dissatisfied customers, then escalate complex issues to the Customer Service Management (CSM) team as required.