Customer Care

AIA; Jakarta Pusat; Sur place; IDR 167 400 000 - 245 520 000; Plein temps

Résumé du poste

AIA is seeking an experienced Customer Care (Syariah) lead in Jakarta to drive exceptional customer service across touchpoints while ensuring Syariah compliance and regulatory alignment.

The role oversees complaint handling, service recovery, and improvement initiatives, partnering with stakeholders to elevate customer experience and operational effectiveness.

Qualifications

• Minimum bachelor degree in a related field.
• At least 4 years’ experience in Customer Service and 3 years’ experience in Complaint Handling.
• Strong analytical and problem solving abilities.
• Excellent communication, interpersonal, negotiation and organizational skills; proficient in MS Office.

Responsabilités

• Oversee customer interaction channels (call center, email, chat) to ensure inquiry and complaint resolution.
• Monitor service turnaround times and service recovery processes; maintain complaint logs; prepare regulatory reports (e.g. OJK).
• Ensure alignment with Syariah principles in all communications and dispute handling.

Connaissances

Customer Service

Complaint Handling

Analytical Skills

Communication

Interpersonal Skills

Negotiation

Organizational Skills

MS Office

Formation

Bachelor degree

Outils

MS Office

Description du poste

About the Role

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. 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.

Better starts with people who reimagine what is possible and turn ideas into meaningful action. At AIA, you will contribute in your own way, help shape outcomes that matter and collaborate with colleagues across disciplines, teams, markets and levels. We will support you to broaden your perspective, strengthen your capabilities and grow your impact. Together, we challenge assumptions, learn from one another and find better ways forward. Bring your ambition, experience and ideas to AIA, and help shape what "better" looks like.

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