Customer Service Analyst

Customer Service Analyst

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

The key responsibility of Customer Service Analyst (CSA) is to be the first point of contact for all walk-in customers at the Service Centre. The CSA is expected to provide high service standards to customers who visit the Service Centre.

Responsibilities:

• Provide consistent and positive customer experience to all walk-in customers.
• Ensure accuracy and compliance for all customers' requests.
• Educate customers on the features and benefits of our digital tools.
• Handle and manage appeals, feedback and first level escalations.
• Constantly identify process improvements with the objective to improve overall customer experience.

Requirements:

• At least a diploma or degree of any field
• Minimum 2 years of experience in customer service, preferably in the insurance industry
• Have a passion to deliver customer-centric service
• Good communication skills, strong attention to detail and problem-solving skills
• Resilient and able to work effectively under pressure
• A team player with high level of commitment and flexibility

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