Retail Customer Support Officer

About the role

The Retail Customer Support Officer acts as the primary liaison between AXA and its retail customers, ensuring a professional, customer‑first experience. You will handle inbound and outbound interactions, support policy administration, and help retain and grow the customer base.

Key responsibilities

• Maintain a courteous, professional customer care team focused on approachability and trust.
• Serve as the critical link between AXA and retail customers, fostering long‑term relationships.
• Handle high‑volume inbound calls, following scripts and guidelines to resolve inquiries end‑to‑end.
• Process premium payments, policy renewals, and initial retention efforts on the spot.
• Escalate complex issues to the Customer Service Management team when needed.
• Proactively contact new customers, confirm receipt of policy packs, and guide them through the MyAXA app.
• Systematically follow up on renewals, capture reasons for non‑renewal, and support retention initiatives.

Required profile

• Bachelor’s degree in a relevant field.
• 0‑3 years of experience in a similar customer support or call‑center role.
• Strong knowledge of AXA’s insurance products.
• Excellent communication and interpersonal skills with a very good command of English.
• Ability to multitask, meet deadlines, and analyse customer needs.

Required skills