Your practice track for Customer Service Representative
at AXA Philippines

Philippine-specific tips for this role

• ▸ A common mistake is over-apologizing with phrases like 'Sorry po ma'am, sorry po talaga' repeatedly, which can sound unconfident. Instead, acknowledge the emotion and move to action: 'I understand how concerning this must be, Ms. Reyes. Let me walk you through the exact steps to get your policy active again right now.'
• ▸ Many Filipino candidates jump straight to a sales pitch without connection, saying 'Sir, baka gusto niyo ng new plan, mas maganda to, mas maraming benefits.' Instead, build rapport first, then tie the suggestion to their specific need: 'Because you mentioned you want to secure your child's education, our new savings plan might be a great fit. Could I share a few details so you can see if it aligns with your goals?'
• ▸ Avoid generic answers like 'Kasi gusto ko lang po magtrabaho' or 'Because the salary is competitive.' A better approach is: 'I admire AXA's mission to make insurance accessible to every Filipino, and I want to be part of a team that protects families' futures while growing my own skills in financial services.'
• ▸ Candidates often say 'Di ko po talaga alam 'yan, bago lang ako.' Even if the term is unfamiliar, you can demonstrate curiosity: 'I understand bancassurance allows banks to offer insurance solutions conveniently to their clients. I'm very keen to learn AXA's specific processes so I can support our partners effectively.'