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

Join our Customer Service & Service Quality team

Championing Technology, Digital and Analytic (TDA) i.e Chatbot, RPA, CTI and any future servicing portal at Customer Management touch points to achieve Next Generation servicing and Leading Customer Experience.

Drive Business Process Improvement to identify opportunities for Operational Efficiency and Quality of Service
- Support Head, Customer Service including existing and new projects, self-help tools at service touch points with Compliance and Operational Risk in mind.
- Generate and using the four main types of data analysis to identify and recommend any process/operational enhancements or new service propositions to improve customer service and experience.
- Responsible for designing “as if” and “to be” in customer journey transformation and process improvement.
- Drive e-portals utilization rate, focus on accuracy and quality of contents and increase customer satisfaction ratings.
- 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 efficiency in Contact Centre base processes by collecting, anticipating customer concerns and devise communication, interaction and self-help strategies.
- Develop and implement customer centric strategies and framework to deliver consistent high standard and quality service to our customers and business partners.
- Assist the team in areas of Resolution Management (complaints) raised to Customer Service section when in need
- Performs other responsibilities and duties periodically assigned by Section Head in order to meet operational and/or other requirements

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._

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