Customer Care

AIA; Indonesia; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

AIA is seeking an experienced Customer Care (Syariah) Lead to oversee multi-channel customer support, ensuring operations comply with Syariah principles and regulatory standards. The role focuses on complaint resolution, service recovery, and driving CSAT/NPS driven improvements across touchpoints.

You will collaborate with Commercial and Product teams to translate customer feedback into enhancements while maintaining strong analytical oversight and process discipline in a fast-paced environment.

Qualifications

• Bachelor's degree in a related field is required.
• 4+ years in Customer Service and 3+ years in Complaint Handling.
• Strong analytical and problem-solving abilities.
• Excellent communication, interpersonal, negotiation and organizational skills.
• Proficient in Windows applications (Word/Excel/PowerPoint/Visio).
• Knowledge of risk assessment related to company loss and image.

Responsibilities

• Lead customer care delivery across all touchpoints, ensuring alignment with Syariah principles and regulatory standards.
• Oversee complaint resolution, service recovery, and CSAT/NPS tracking to drive customer experience strategy.
• Coordinate with Commercial, Product, and other stakeholders to translate feedback into service improvements and product updates.

Skills

Analytical skills

Problem solving

Communication

Interpersonal skills

Negotiation

Organizational skills

Education

Bachelor's degree

Tools

Microsoft Word

Excel

PowerPoint

Visio

Job description

Start building a career with purpose.

About the Role

AIA is seeking an experienced Customer Care (Syariah) to lead the delivery of exceptional customer service experiences across all customer touchpoints while ensuring compliance with Syariah principles, regulatory requirements, and company service standards. This role will be responsible for overseeing customer care operations, managing complaint resolution and service recovery processes, driving customer satisfaction initiatives, and partnering with key stakeholders to continuously improve customer experience, service quality, and operational effectiveness. The incumbent will also ensure alignment of ParentCo customer care services with NewCo's products, customer needs, and Syariah business objectives.

Roles & Responsibilities:

Strategic Responsibilities

• Partners with Commercial and Product teams to translate customer feedback into product and service improvements
• Implements customer satisfaction (CSAT) and Net Promoter Score (NPS) tracking to infirm customer experience strategy
• Ensures all customer communication and dispute resolution align with Syariah principles and regulatory standards

Operational Responsibilities

• Oversees customer interaction channels (call center, email, chat, etc.) to ensure inquiry and complaint resolution
• Monitors customer service turnaround times and service recovery processes
• Maintains complaint logs, performs root cause analysis, and prepared regulatory reports (e.g. OJK reports)
• Ensures ParentCo customer care are trained on NewCo-specific products and Syariah claims principles

Requirements:

• Minimum bachelor degree of related field.
• At least 4 years experience in Customer Service and 3 years experience in Complaint Handling.
• Having strong analytical skills and problem solving.
• Excellent communication, interpersonal, negotiation and organizational skill.
• Proficient in windows (i.e. Word/Excell/Power Point/Visio).
• Good knowledge of risk assessment analysis of company loss and image.
• Able to work in fast-paced environment with positive attitude and service oriented.