ASSOCIATE-CONTACT CENTRE

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

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