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

Work with superior(s) to manage the services provided to walk-in customers, at WSC Centre are delivered in accordance with the department’s quality objective and in line with the Company’s operating philosophy and principles.

Roles and Responsibilities:

Hospitality Services

Provide excellent customer services and be the face of WSC Centre:

Create an energetic and welcoming impression to the customers and agents walking into the CentreManage the entire Customer Experience of the Centre, actively observe the customer journey and provide recommendations / feedback to Centre-in-ChargeEnsure customers will always receive respectful and professional treatmentGreet customers and assist them with the services that they needAdopt a personalized approach, interact with customers and memorise their habits / usual behaviours to provide customized servicesBe the ambassador for delivering a tailored, professional and friendly service at the CentreCoach and support Centre staff to ensure they perform in accordance with the established service standards

Event Management

Ensure smooth event execution:

Assist in all areas of events that take place at the Centre, from pre-planning, through the event day, and post-event activitiesWork closely with Corporate and organize logistics of event preparation

Operation Management

Ensure overall smooth operations at the WSC Centre:

Work with Centre-in-Charge to assign duties, leaves and shifts for Centre staff properly.Ensure entry proof verification, pending follow-up, document verification and payment are well managed.Ensure customer enquiries, requests and complaints are handled effectively and efficiently.Ensure proper servicing environment for customers.Ensure the centre’s traffic is effectively controlled based on the booking system.Ensure mobile service is properly managed.Ensure Centre’s operations are in compliance with the documented procedures, service benchmarks, regulatory requirements, company’s policies and practices.Give appropriate advice or approval on customer requests in relation to policy matters with reference to applicable guidelines.Review team’s workflow as well as operating systems regularly to ensure effectiveness in daily operations.Conduct investigation for complaint/non-complaint cases and report findings timely.Work across teams to provide one stop, one resolution services to customers.

Report Management

Ensure quality reports are produced and submitted to Corporate for further analysis:

Ensure all required reports are prepared, issued with accuracy and submit to Centre-in-Charge within timeframe.Based on the raw data, provide recommendations and feedback to Centre-in-Charge for Customer Experience and Centre operational enhancements.Perform preliminary qualitative and quantitative analysis reports and work with Centre-in-Charge to identify areas for improvement and action plans.

Quality Assurance

Ensure service quality with continuous improvement.

Ensure service standard, consistency, alignment and flexibility to accommodate WSC customer’s needs.Make market intelligence and benchmarking to ensure our services are competitive in the market.Collect customer feedback and take improvement actions where necessary.Review and update service manuals/guidelines regularly and where needed.Initiate and implement service enhancement items to uplift customer experience and operation efficiency

Resources Planning

Well plan resources and make flexible arrangement to meet business needs.

Plan roster in advance and ensure proper manpower arrangement.Review resources regularly to ensure sufficient manpower and facilities.Identify gaps and find ways to remedy the situation.

Minimum Job Requirements:

University / College graduate (preferably with major in hotel management or hospitality services) with 3 years’ relevant experienceSolid experience in servicing customers.Excellent communication and interpersonal skills.Good knowledge of insurance products.Training and counseling skills.Service-oriented and self-motivated.Able to deal with difficult customers.Positive to changes and challenges.Decisive and flexible.Proficient in both spoken and written English and Chinese including Mandarin.

Others:

You are required to obtain relevant license if your job involves in regulated activities

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.