Associate-Contact Centre

Job description

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 This role requires representatives to provide excellent customer service support to policy holders/financial service consultants via Contact Centre channels while also supporting other work rotations.

To be able to respond to basic enquiries regarding life insurance.

Customer Servicing

Ensure customers’ enquiries and requests are handled as per the stipulated performance standards and benchmarks. Resolve customers’ problems or complaints by applying appropriate skills and escalate the case to next level when necessary. Ensure all customer interactions are captured and logged in CRM system accurately. Follow up on all pending cases and ensure customers are updated on the resolution timely. Ensure meeting personal service targets in achieving service, productivity, and quality assurance level.

Performs other responsibilities and duties periodically assigned by supervisor to meet operational and/or other requirements.

Analytics, Tools & Continuous Improvement

• Drive automation, system optimization, and adoption of WFM tools
• Lead continuous improvement initiatives to enhance forecast accuracy, schedule efficiency, and SLA performance
• Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.