At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

S/he is responsible to work closely with the end users and salesforce across all functional divisions/department to ensure the daily operations of all customer care related functions which includes among others after sales service. S/he has to manage daily service request within the agreed turn- around time.

S/he is to support Customer Servicing Manager to tackle, servicing request and complaints in timely manner and report to enhance best class service to member.

Roles and Responsibilities:

Initiate, update and implement Standard Operation Procedure of policy servicing process

Handle daily (online/offline) policy servicing requests with predefined Turnaround Time

Arrange meetings with other departments, collect operational information and record/distribute related minutes.

Ready to provide service training to across all functional divisions/department if necessary

Create servicing report of daily performance .

Participate and assist to ensure team achieve KPI targets and team performance

Provide necessary monthly servicing reports and other adhoc requests report.

Follow up on the issues with cross functional team for servicing request and complaint handling.

Escalate necessary complaints to business owners for action required

Share information timely with the member care team

Take part in system testing for better service flow and deliver best experience to customers

Follow up service failures for fast recovery and closure of issues

Assist on continuous improvement of Member Care Service Team by contributing for evolution of basic activites and identifying the different areas of improvement

Assist with customer data extraction by doing clear cut data analysis

To identify development and training needs of the talents if required.

Minimum Job Requirements:

Minimum 2-3 years of experience in customer service field

Strong experience in customer care service field, IT field for system testing, advance in Microsoft excel

Strong experience in complaint handlings, motivate to take up new challenges and improve process, capabilities for analysis and synthesis

Good team player with strong analytical, interpersonal and communication skills and ability to work under pressure.

Able to handle conflicts and self-motivated in difficult situations with good customer service orientation

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.