ASSOCIATE-CONTACT CENTRE

AIA Shared Services; Cyberjaya; On-site; MYR 30,000 - 48,000; Full time

Job summary

AIA Shared Services in Cyberjaya, Malaysia is recruiting for a customer service representative to provide excellent support to policy holders and financial service consultants via Contact Centre channels. You will handle basic enquiries about life insurance and log interactions in the CRM system with accuracy.

You will also participate in analytics and continuous improvement initiatives to improve forecast accuracy, scheduling, and SLA performance, supporting automation and WFM tool adoption as

Responsibilities

• Handle customer enquiries and requests per set performance standards and benchmarks.
• Resolve customer problems or complaints by applying appropriate skills and escalate when needed.
• Log all customer interactions in the CRM accurately and follow up on pending cases.
• Meet personal service targets for service, productivity and quality assurance.

Job description

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030. And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business. Sound like you? Then read on.

About the Role

This role requires representatives to provide excellent customer service support to policy holders/financial service consultants via Contact Centre channels while also supporting other work rotations. To be able to respond to basic enquiries regarding life insurance.

Customer Servicing: Ensure customers’ enquiries and requests are handled as per the stipulated performance standards and benchmarks. Resolve customers’ problems or complaints by applying appropriate skills and expedite the case to next level when necessary. Ensure all customer interactions are captured and logged in CRM system accurately. Follow up on all pending cases and ensure customers are updated on the resolution timely. Ensure meeting personal service targets in achieving service, productivity, and quality assurance level. Performs other responsibilities and duties periodically assigned by supervisor to meet operational and/or other requirements.

Analytics, Tools & Continuous Improvement: Drive automation, system optimization, and adoption of WFM tools Lead continuous improvement initiatives to enhance forecast accuracy, schedule efficiency, and SLA performance 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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