Customer Centres, Analyst (Sandakan)

AIA Shared Services; Sandakan; On-site; MYR 24,000 - 36,000; Full time

Job summary

AIA Shared Services invites energetic professionals to join their customer service team in Malaysia. You will provide product and service information to customers, agents and partners, seek upselling opportunities, and develop programs to support customer needs.

You will resolve complaints, coordinate customer surveys with the marketing team, and deliver training where applicable to enhance service quality and customer satisfaction.

Qualifications

• Experience in customer service/call centre.
• Clear written and verbal communication.
• Strong customer focus and integrity.
• Willingness to work a flexible schedule and overtime when needed.
• Ability to handle and manage customer complaints.

Responsibilities

• Provide product and service information to customers and to agents and business partners as appropriate.
• Identify upselling opportunities to maintain and increase income streams from customer relationships.
• Recommend and implement programs to support customer needs.
• Resolve customer claims and complaints.
• Develop initiatives to inform and educate customers.
• Coordinate customer survey with marketing team and develop improvement plans.

Skills

Customer service

Communication

Problem solving

Team player

Attention to detail

Flexibility

Education

Diploma/ 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

• Provide product and service information to customers and to agents and business partners as appropriate.
• Identify upselling opportunities to maintain and increase income streams from customer relationships.
• Recommend and implement programs to support customer needs.
• Resolve customer claims and complaints.
• Develop initiatives to proactively inform and educate customers.
• Coordinate customer survey with marketing team and develop improvement plans in response to customer survey.
• May develop and deliver functional / technical training in customer service‑related areas.

Minimum Requirements

• Education – Diploma, Degree holder in any discipline and/or non degree holders with strong related working experience.
• Experience – Relevant experience, preferably at least one year in Customer Service / Call Centre.
• Demonstrated experience in customer service.
• Passion for excellence with respect to treating and caring for customers.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Possess a strong work ethic and team player mentality.
• Ability to handle and manage customer complaints.
• Has a pleasant, patient and friendly attitude.
• Strong decision making and analytical abilities.
• Strong detail orientation and communication/listening skills.
• Willingness to work a flexible schedule and occasional overtime 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.

"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.