Senior Associate-Healthcare Management

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

To provide exceptional customer service by efficiently handling inbound hotline and Chats resolving customer inquiries and ensuring a positive customer/Agent experience.

1. To be the first point of contact for members, end users, clients, service providers and colleagues. Ensure customers enquiries and requests are handled as per the stipulated performance standards and benchmarks.

2. Demonstrate a can do and professional attitude when servicing members and clients with the objective of exceeding expectations with the service provided.

3. Demonstrate an understanding of all members operations and ability to apply in live case management. Ensure all customer interactions are captured and logged in TIPS system accurately.

4. Manage cases efficiently and ensuring compliance with company policies and procedures.

5. Take ownership of cases and manage them proactively, ensuring progress aligns with the best interests of both the member and the client.

6. Ensure all calls/Chats are answered promptly, appropriately and courteously & within Service Level Agreement (SLA).

7. Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner.

8. To complete all calls assigned, handle other assignments and/or ad hoc projects as and when required. To manage an allocated load of cases within the working hours and ensure that it is communicated appropriately and efficiently

9. Ensure that sufficient logistic arrangements are made in timely and appropriate manner to meet the needs of members and clients.

10. Provide cross support team to other functions whenever necessary.