Customer Service Analyst

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

Sound like you?

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About the Role

The key responsibility of Customer Service Analyst (CSA) is to be the first point of contact for all walk-in customers at the Service Centre.

The CSA is expected to provide high service standards to customers who visit the Service Centre.

Responsibilities:

Provide consistent and positive customer experience to all walk-in customers.

To ensure accuracy and compliance for all customers' requests.

Educating customers on the features and benefits of our digital tools.

Handle and manage appeals, feedback and first level escalations.

Constantly identify process improvements with the objective to improve overall customer experience.

Requirements:

At least a diploma or degree of any field

Minimum 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