Branch Executive - Alor Setar Branch

AIA Malaysia; Kampung Khatijah; On-site; MYR 100,000 - 150,000; Full time

Job summary

AIA Malaysia seeks a dedicated customer service representative to deliver exceptional experiences and support to agency members and customers. The ideal candidate will possess a Bachelor’s degree and at least 2 years of related experience, demonstrating strong communication skills and a commitment to service excellence. Responsibilities include resolving issues, promoting self-serve facilities, and facilitating training sessions.

Qualifications

• Minimum 2 years’ experience in related field.
• Ability to handle all levels of customers and agents.
• Passion for delivering excellent service.

Responsibilities

• Provide product and service information through face-to-face interactions.
• Resolve customer problems and complaints.
• Conduct training sessions as Subject Matter Expert.

Skills

Customer service

Integrity

Communication

Team player

Analytical abilities

Education

Bachelor's degree

Job description

About the Role

To deliver a personalized and positive experience to customers (agency members and/or customers) by:

1. Engaging and interacting with our customers.
2. Offering the right solutions.
3. Delivering our service promises.

Role Responsibilities

• To provide product and service information through face-to-face service delivery channel that meets and exceeds the defined service standards.
• To promote Self-Serve Facilities by engaging educating & encouraging customers & agencies to use & sign up.
• To attend and to resolve product/service problems and complaint by providing end to end solution.
• To handle escalations from internal and external team members by initiating discussions and providing recommendation for solutions.
• Project Involvement (ad-hoc / routine) - to participate and contribute within pre-determined timeline, where assigned.
• To be a Subject Matter Expert (SME) and facilitate training session.
• To perform other responsibilities and duties periodically assigned by superior(s) in order to meet operational and/or other requirements.
• To relief other branches at different location (if required).

Minimum Job Requirements

• Bachelor's degree holder with minimum 2 years’ experience in related field.
• Passion for delivering excellent customer service experience.
• Highly developed sense of integrity and work ethics.
• Ability to communicate clearly and professionally, both verbally and in writing.
• A strong team player.
• Has a pleasant, patient and friendly attitude.
• Be adaptive to fast changing environment.
• Able to handle all level of customer and agent.
• Strong decision making and analytical abilities.