Analyst, Customer Experience
1 month ago
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
Join us as Analyst, Customer Experience
In this role, you will uphold the responsibilities in Complaint Management and deliver Fair Dealing Outcome in resolving customers' complaints in an independent, effective and prompt manner. You will also develop and implement customer centric strategies and framework to deliver consistent high standard and quality service to our customers and business partners.
- Handle end-to-end process of complaints escalated by internal and external parties within the service delivery standards.
- Able to conduct and conclude investigation with the relevant departments and communicate investigation findings and outcome to complainant
- Able to manage demanding/difficult complainants
- Handle face-to-face meetings, telephone contacts and written communications with complaints
- Effective liaison with colleagues from other departments that support investigation and service recovery process
- Identify critical issues of the complaints received and provide feedback to the department concerned and/or management for review and improvement
- Support in representing the Company to handle end-to-end process of customers' dispute through mediation and adjudication at Financial Industry Disputes Resolution Centre Ltd (FIDReC)
- Submit complaints management related reports on a timely basis
- Attend to enquiries/feedback received at the various customer service touch points.
- Provide and suggest process improvement in alignment to organization Technology, Digital and Analytic (TDA) direction.
- Handle internal and external audits on complaints data and work on proposed improvement if any.
- To undertake ad-hoc tasks and projects assigned by Head, Customer Experience
Requirements:
- Degree holder, with a minimum of 5 years Customer Management preferably with insurance/employee benefits knowledge.
- Possess excellent capabilities in following up, prioritization and multitasking
- Able to work in fast-paced environment and work within tight timelines
- Result oriented personality is essential
- Good interpersonal and communication skills
- Good teammate
Believe in better with AIA. If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way
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.
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