Customer Care

AIA Indonesia; Jakarta Pusat; On-site; IDR 100,440,000 - 156,240,000; Full time

Job summary

AIA Indonesia is seeking an experienced Customer Care (Syariah) leader to drive exemplary service across all touchpoints while ensuring Syariah compliance and regulatory standards. You will oversee operations, resolve complaints, and track CSAT and NPS to steer improvements.

Collaborate with Commercial and Product teams, train staff on Syariah principles, and align ParentCo and NewCo customer care with strategic objectives in a fast-paced environment.

Qualifications

• Minimum bachelor degree in related field.
• At least 4 years’ experience in Customer Service and 3 years’ experience in Complaint Handling.
• Strong analytical skills and problem solving.
• Excellent communication, interpersonal, negotiation and organizational skills.
• Proficient in Windows (Word/Excel/PowerPoint/Visio).
• Good knowledge of risk assessment analysis of company loss and image.
• Able to work in fast-paced environment with a positive attitude and service orientation.

Responsibilities

• Oversees customer care operations and complaint resolution across channels.
• Implements CSAT and NPS tracking to inform service strategy.
• Ensures all communications and dispute resolution align with Syariah principles and regulatory standards.

Skills

Analytical skills

Problem solving

Communication

Interpersonal skills

Negotiation

Organizational skills

Windows software

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Start building a career with purpose.

At AIA, your perspective, curiosity and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will learn through meaningful work, collaborate with experienced colleagues and build practical skills as you turn fresh ideas into positive outcomes and a more sustainable future for our customers and communities.

Join us to explore new possibilities, grow through real experiences and start making an impact across Asia.

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

• 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

Start building a career with purpose.

At AIA, your perspective, curiosity and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will learn through meaningful work, collaborate with experienced colleagues and build practical skills as you turn fresh ideas into positive outcomes and a more sustainable future for our customers and communities.

Join us to explore new possibilities, grow through real experiences and start making an impact across Asia.

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.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.