Associate, Contact Centre (Non-Voice - Cantonese Speaking)

AIA Shared Services Sdn. Bhd.; Putrajaya; On-site; MYR 39,000 - 84,000; Full time

Benefits offered by this job

Extensive Medical and Hospitalization

Employer EPF Contribution

Dental and Optical Benefits

Professional Membership Sponsorship

Hybrid Working Arrangements

Employee Share Purchase Plan

Job summary

AIA Shared Services Sdn. Bhd. in Putrajaya is seeking a customer service professional to handle written inquiries and complaints, provide policy information, and support service improvements.

The role requires 1–2 years in customer service within call centre, healthcare, or insurance sectors, with fluency in English and Chinese; Mandarin/Cantonese is a plus. Good communication, problem solving, and attention to detail are essential, along with flexibility for shift work including weekends.

Qualifications

• Minimum 1 to 2 years of experience in customer service in call centre environment / healthcare / insurance industries.
• Fluent in spoken English & Chinese; Mandarin/Cantonese proficiency is an advantage.
• Certifications/licenses – LOMA or other customer service certifications are an advantage.
• Experience in Group Insurance is an added advantage.
• Strong customer service orientation with good communication and problem solving skills and attention to detail.
• High level of customer centricity with dedication to deliver exceptional service.
• Able to work desk-bound, with shifts including weekends on rotation and overtime when needed.
• Role follows Hong Kong working calendar and Putrajaya work arrangement.

Responsibilities

• Handle written enquiries and non-agent related complaints and escalate as needed.
• Execute operation procedures in line with documented procedures, benchmarks, and policies.
• Provide prompt services and accurate policy information with professional advice.
• Handle special policy-related requests per guidelines.
• Tactfully manage customer complaints and perform service recovery if appropriate.
• Escalate cases upward in a timely manner following guidelines.
• Contribute to quality assurance and continuous improvement initiatives.
• Support working partners across teams to maintain service alignment.
• Perform other duties as assigned by supervisors.

Skills

Customer service

Communication

Problem solving

Attention to detail

Customer centricity

Team collaboration

Job description

Handle written enquiries and non-agent related complaints referred by other departments and as assigned by superiors:

Execute operation procedures in compliance with the documented procedures, service benchmarks, regulatory requirements, Company’s policies and practices.

Provide prompt services and accurate policy information with professional advices.

Handle customers’ special requests in relation to policy matters with reference to applicable guidelines.

Handle customer complaints tactfully and resolve complaints by empowerment/carry out service recovery actions if appropriate.

Escalate cases upward timely with reference to applicable guidelines.

2. Quality Assurance with Continuous Improvement

Provide quality services to customers with continuous improvement:

Collect customer feedback for continuous improvement.

Report regularly to superiors of any operation problems encountered and suggest action items.

Participate in projects or assignments relating to service enhancement.

Work towards the service direction of Customer Experience Transformation Program (CETP) and Ease of Doing Business (EoDB).

3. Support to Working Partners

Provide support within and across teams to ensure smooth operation and achieve service alignment:

Equip with other CS skill sets via job rotation or attachment.

Provide support within and across teams within self’s knowledge and ability.

4. Other Responsibilities

Perform other responsibilities and duties periodically assigned by superior(s) in order to meet operational and / or other requirements.

Job Requirements:

Minimum 1 to 2 years of experience in customer service in call centre environment / healthcare / insurance industries.

Fluent in spoken English & Chinese. Candidate with proficiency to converse in Mandarin / Cantonese would be an added advantage.

Certifications / licenses – LOMA / other customer service certified would be an added advantage.

Experience in Group Insurance is an added advantage.

Strong customer service orientation, with good communication and problem solving skills with strong attention to detail.

High level of customer centricity mindset with dedication to deliver exceptional quality services for customers.

Able to adapt desk-bound working environment, working shift including weekend on rotation basis& able to work overtime beyond normal office hour (including weekend & public holiday).

The role is required to follow Hong Kong working calendar.

Willing to work in Putrajaya.

AIA Shared Services was established in 2009 as a subsidiary of AIA Group Limited. Since then, AIA Shared Services has grown significantly, now employing over 1,800 dedicated professionals committed to delivering exceptional services that support AIA Group’s operations across the Asia region.

As AIA’s shared services hub, AIA Shared Services provides essential insurance and finance support services to various AIA entities throughout the Asia region. By streamlining processes and maximising efficiency, we enable AIA to operate more effectively, helping business units across the region deliver outstanding customer experiences.

AIA Shared Services was established in 2009 as a subsidiary of AIA Group Limited. Since then, AIA Shared Services has grown significantly, now employing over 1,800 dedicated professionals committed to delivering exceptional services that support AIA Group’s operations across the Asia region.

As AIA’s shared services hub, AIA Shared Services provides essential insurance and finance support services to various AIA entities throughout the Asia region. By streamlining processes and maximising efficiency, we enable AIA to operate more effectively, helping business units across the region deliver outstanding customer experiences.

Perks and benefits Extensive Medical and Hospitalization Coverage Additional Employer EPF Contribution Dental and Optical Benefits Professional Membership Sponsorship Hybrid Working Arrangements Employee Share Purchase Plan