Customer Experience Professional

4 weeks ago


Singapore AIA Full time

About the Role

At AIA, we're committed to creating a healthier, more sustainable future for everyone.

We're looking for a skilled Customer Experience Professional to join our team.

As a Customer Experience Professional, you'll play a key role in upholding the responsibilities in Complaint Management and delivering Fair Dealing Outcome in resolving customers' complaints in an independent, effective, and prompt manner.

You'll develop and implement customer-centric strategies and frameworks to deliver consistent high standards and quality service to our customers and business partners.

  • Handle end-to-end processes of complaints escalated by internal and external parties within service delivery standards.
  • Conduct and conclude investigations with relevant departments and communicate investigation findings and outcomes to complainants.
  • Manage demanding and difficult complainants.
  • Handle face-to-face meetings, telephone contacts, and written communications with complainants.
  • Effectively liaise with colleagues from other departments that support investigation and service recovery processes.
  • Identify critical issues of complaints received and provide feedback to departments concerned and/or management for review and improvement.
  • Support in representing the Company to handle end-to-end processes of customers' disputes 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 various customer service touchpoints.
  • Provide and suggest process improvements in alignment to organization Technology, Digital, and Analytic (TDA) direction.
  • Handle internal and external audits on complaints data and work on proposed improvements if any.

Requirements:

  • Degree holder, with a minimum of 5 years of Customer Management experience, preferably with insurance/employee benefits knowledge.
  • Excellent capabilities in following up, prioritization, and multitasking.
  • Able to work in a 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



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