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
Uphold and raise the service standard of Customer Centre and Virtual Branch by delivering a personalize and exceptional advisory experience to customers (policyowners and agency members) through Virtual Appointment by handling posted enquiries, offering the right solutions, delivering our service promise and support OMNI Channel.
Roles And Responsibilities
- Advise product and service information through Omni channel that meets and exceeds the defined service standards.
- Attend & resolve product/service problems by clarifying enquiry/ request/ feedback/ complaint, determining the case of the problem and explaining the best solutions to resolve the problem. This could include any follow up task to ensure resolution.
- Collaborates with team members and other support staff to ensure consistency in service delivery.
- Participate and contribute in training so as to ensure continuous enhancement of skills and knowledge.
- Impart knowledge amongst team members by way of sharing, training and coaching.
- Pro-actively promote/encourage self-service facility available in the company services when opportunity arises.
- Project Involvement (ad-hoc / routine) - to drive, participate and contribute within pre-determined timeline, where assigned.
- Performs other responsibilities and duties periodically assigned by superior(s) in order to meet operational and/or other requirements.
- Assist the Team Leader in operational matters whenever applicable.
- Adhere to all SOPs and regulatory requirement/ procedure.
- Conform to management intervention and support other departments whenever need arises.
Minimum Job Requirements
- Bachelor's degree holder with minimum 7 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.
