Customer Centres, Analyst (Seremban)

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

Provides dependable frontline support that is accurate, courteous, and timely. The role executes core service processes, promotes digital and selfservice usage, and ensures documentation quality. The Analyst is responsible for continuously upskilling self as a New Business Ambassador and Healthcare Ambassador through centrally managed training and proactive selflearning.

Role Responsibilities

• To provide product and service information through face-to-face service delivery channel that meets and exceeds the defined service standards.
• To promote Self-Serve Facilities by engaging educating & encouraging customers & agencies to use & sign up.
• To attend and to resolve product/service problems and complaint by providing end to end solution.
• To handle escalations from internal and external team members by initiating discussions and providing recommendation for solutions.
• Project Involvement (ad-hoc / routine) - to participate and contribute within pre-determined timeline, where assigned.
• To be a Subject Matter Expert (SME) and facilitate training session.
• To perform other responsibilities and duties periodically assigned by superior(s) in order to meet operational and/or other requirements.
• To relief other branches at different location (if required).

Minimum Job Requirements

• Bachelor's degree holder with minimum 2 years experience in related field.
• Passion for delivering excellent customer service experience.
• Highly developed sense of integrity and work ethics.
• Ability to communicate clearly and professionally, both verbally and in writing.
• A strong team player.
• Has a pleasant, patient and friendly attitude.
• Be adaptive to fast changing environment.
• Able to handle all level of customer and agent.
• Strong decision making and analytical abilities.