Customer Centres, Analyst (Petaling Jaya)

AIA Hong Kong; Petaling Jaya; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading insurance firm in Petaling Jaya is seeking a client engagement professional. In this role, you will provide tailored solutions, resolve inquiries, and promote digital adoption. A Bachelor's degree and at least 2 years of experience in insurance or financial services are preferred. Proficiency in Mandarin and English is highly desirable. This position offers a chance to contribute to a healthier, more sustainable future.

Qualifications

• Minimum 2 years of relevant experience in insurance or financial services preferred.
• Proficiency in Mandarin and English to support Mandarin-speaking customers.
• Team-oriented with a pleasant, patient, and friendly demeanor.

Responsibilities

• Provide accurate product and service information through face-to-face interactions.
• Promote and educate customers on Self-Serve Facilities.
• Resolve customer inquiries and complaints with end-to-end solutions.
• Act as a Subject Matter Expert and lead training sessions.
• Support other branches when needed.

Skills

Customer service passion

Strong communication skills

Analytical skills

Decision-making skills

Education

Bachelor’s degree

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 engaging with clients, offering tailored solutions, and ensuring our service commitments are fulfilled with excellence.

Key Responsibilities

• Provide accurate product and service information through face-to-face interactions, ensuring service excellence.
• Promote and educate customers and agencies on Self-Serve Facilities, encouraging digital adoption.
• Resolve customer and agency inquiries and complaints with end-to-end solutions.
• Handle escalations from internal and external stakeholders, offering recommendations and resolutions.
• Participate in projects (routine/ad-hoc) and contribute within set timelines.
• Act as a Subject Matter Expert (SME) and lead training sessions when required.
• Support other branches when needed, including temporary relief assignments.

Job Requirements

• Bachelor’s degree with minimum 2 years of relevant experience (insurance or financial services preferred).
• Fresh graduates with strong customer service passion are encouraged to apply.
• Proficiency in Mandarin and English is highly desirable to support Mandarin-speaking customers.
• Strong communication skills—verbal and written.
• High integrity, professionalism, and a strong sense of ethics.
• Team-oriented with a pleasant, patient, and friendly demeanor.
• Adaptable to a fast-paced and evolving environment.
• Able to engage with customers and agents across all levels.
• Strong analytical and decision-making skills.
• Willingness to travel or support other branches when needed.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.