Customer Service

1 day ago

Singapore AIA Full time

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

Championing and implementing digitalization and self-help capabilities (i.e Chatbot, RPA and any future servicing portal) at customer service touch points to achieve Next Generation servicing and Leading Customer Experience.

Uphold the responsibilities in Complaint Management and deliver Fair Dealing Outcome in resolving customers’ complaints in an independent, effective and prompt manner.

Analyse data to identify trend for automation and process improvement for Operational Efficiency and Quality of Service.
- Support Head, Customer Service in driving digital transformation and self-help tools at service touch points in Singapore and OSS Contact Centre with - Compliance and Operational Risk in mind.
- Responsible for designing “as if” and “to be” in customer experience journey on transformation tools.
- Collaborate with internal/external stakeholders and spearhead in implementing digitalization and self-help capabilities to achieve Corporate Solutions’ goals and vision in Joyous CX.
- Drive e-portals utilization rate, focus on accuracy and quality of contents and increase customer satisfaction ratings.
- Develop and implement customer centric strategies and framework to deliver consistent high standard and quality service to our customers and business partners.
- Support investigation of complainants escalated to Customer Service section and communicate investigation findings/outcome to complainant/business partners within the required turnaround time.
- Attend to enquiries/feedback received at the various customer service touch points.
- Use of data to identify and recommend any process/operational enhancements or new service propositions to improve customer service and experience.
- Support Section Head in implementing and maintaining a centralized knowledge library as source for future omnichannel servicing portal.
- Performs other responsibilities and duties periodically assigned by Section Head in order to meet operational and/or other requirements.
- Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._

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