Customer Service, Analyst

5 days ago

Robinson Rd, Singapore AIA SINGAPORE PRIVATE LIMITED Full time

2 years exp

**Roles & Responsibilities**

**Summary**

As part of the Customer Service Centre team, you are responsible for the delivery of seamless, customer-focused, timely and professional customer service to all walk-in customers and agents in all customer service centres (Finlayson Green and Tampines). This includes virtual assistance; providing excellent and consistent services that meet customers’ needs at a satisfactory level and beyond.

**Responsibilities**
- To provide seamless customer service to walk-in customers/FSCs, to have a customer-centric approach and with ease of doing business.
- Deliver professional customer service and manage turnaround time to ensure customers/FSCs are served promptly, and with accurate execution of instructions.
- Process various customer transactions and provide policy servicing to both internal and external stakeholders.
- Take prompt and efficient follow-up action to solve straight forward and complex requests.
- Take ownership of cases and provide one-stop resolution.
- To ensure compliance to all service standards and KPIs.
- To actively practice policy conservation and offer non-forfeiture options to customers.
- Promote, educate and guide customers on the use of AIA’s digital services.
- Handle and manage appeals, feedback and first level escalations.

**Requirements**:

- Have obtained at least a diploma or degree of any field
- Have at least 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

AIA is one of the pre-eminent and the largest listed life insurance groups in the world with an exclusive focus on the Asia Pacific region. This size, leadership position and regional presence across 16 geographical markets can offer you greater exposure to new experiences and opportunities for growth and development.

We have a clear vision and throughout the company’s 90 years of history, we continue to change and transform for the future and for the better. In addition to playing an important role in supporting and preserving the economies of markets where we operate, the very nature of the insurance industry is all about providing protection to people when they need it particularly during difficult times. The people at AIA are all committed to working together with this common moral purpose and take great pride from what they do. If these propositions appeal to you and if you are proactive, forward-looking and innovative, consider a career at AIA.

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