Customer Centre Analyst (Virtual Branch) – 1-Year Contract

AIA; Remote; MYR 40,000 - 60,000; Full time

Job summary

A leading financial services company is seeking a Customer Centres Analyst for a 1-year contract. This role involves delivering personalized customer service through virtual appointments and omni-channel platforms. Candidates must have a Bachelor's degree and a minimum of 2 years of customer service experience, along with fluency in Mandarin. Join us to work in a supportive team culture and help shape the future of customer engagement.

Benefits

Supportive team culture

Exposure to digital innovations

Opportunities for learning and career development

Meaningful work impacting customer satisfaction

Qualifications

• Minimum 2 years of experience in customer service or related field.
• Comfortable handling customers and agents at all levels.
• Able to work in a fast-paced, evolving environment.

Responsibilities

• Handle customer inquiries and provide accurate, timely solutions via virtual channels.
• Resolve product/service issues with professionalism and empathy.
• Deliver on service promises and uphold service standards.
• Promote self-service tools and digital solutions.
• Collaborate with team members for consistent service delivery.
• Participate in training, coaching, and knowledge-sharing sessions.
• Support projects and assist team leaders with operational tasks.
• Adhere to SOPs, regulatory requirements, and internal procedures.

Skills

Fluent in Mandarin (spoken and written)

Strong communication skills

Problem-solving skills

Team-oriented

Adaptable attitude

Education

Bachelor's degree

Job description

Customer Centres, Analyst (Virtual Branch) – 1‑Year Contract

Join our dynamic Virtual Branch team and help us deliver personalized, high‑quality customer service experiences. As a part of the team, you’ll support policy owners and agency members through virtual appointments and omni‑channel platforms.

Key Responsibilities

• Handle customer inquiries and provide accurate, timely solutions via virtual channels.
• Resolve product/service issues with professionalism and empathy.
• Deliver on our service promise and uphold service standards.
• Promote self‑service tools and digital solutions.
• Collaborate with team members to ensure consistent service delivery.
• Participate in training, coaching, and knowledge‑sharing sessions.
• Support projects and assist team leaders with operational tasks.
• Adhere to SOPs, regulatory requirements, and internal procedures.

Requirements

• Bachelor’s degree with minimum 2 years of experience in customer service or related field.
• Fluent in Mandarin (spoken and written) to support Mandarin‑speaking customers.
• Strong communication and problem‑solving skills.
• Team‑oriented with a pleasant and adaptable attitude.
• Able to work in a fast‑paced, evolving environment.
• Comfortable handling customers and agents at all levels.

What We Offer

• A supportive and collaborative team culture.
• Exposure to digital customer service innovations.
• Opportunities for learning and career development.
• Meaningful work that impacts customer satisfaction.

📩 Ready to Apply?

If you're passionate about customer service and fluent in Mandarin, we’d love to hear from you. Apply now and be part of a team that’s shaping the future of virtual customer engagement!