Customer Contact, Analyst

AIA Hong Kong and Macau; Kuala Lumpur; On-site; MYR 30,000 - 48,000; Full time

Job summary

AIA Hong Kong and Macau is seeking a dedicated professional to effectively manage customer, agent, and prospect interactions via inbound calls in a dynamic call centre environment.

This role emphasizes delivering excellent customer service, collaboration across departments, and adherence to 24/7 operations while supporting growth within a leading health and life company.

Qualifications

• Diploma or degree in any discipline, or non-degree with related experience.
• At least 1 year in Customer Service or Call Centre.
• Strong communication, integrity, and dedication to customer happiness.
• Able to handle customer complaints and work well in a team.
• Willingness to work a flexible schedule and occasional overtime.

Responsibilities

• Attend inbound calls and resolve inquiries per SOP.
• Collaborate with Call Centre and other departments to resolve requests.
• Coordinate call time and volume to meet service targets.
• Participate in training to improve skills and knowledge.
• Promote/cross-sell the company’s products and services when opportunity arises.
• Adhere to 24/7 Call Centre operation and scheduling.
• Perform other duties as assigned by supervisor.

Skills

Customer service

Communication skills

Team player

Problem solving

Call center experience

Education

Diploma or 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 To effectively and efficiently manage customer/agent/prospect interactions and requests via inbound call.

Roles and Responsibilities

• To attend to inbound calls according to the Standard Operating Procedure in resolving and providing solution to customers enquiries/requests in more effective and efficient way, this includes back end administration processing.
• To collaborate closely optimally with other members of Call Centre, other departments and business partners to resolve enquiries/requests, where applicable.
• To coordinate closely with unit leaders/management in managing individual call time and volume (i.e. AUX, ACW and what deems appropriate) and act appropriately to achieve the service targets.
• To participate in training so as to ensure continuous improvement of skills and knowledge to deliver quality service.
• To promote/cross-sell the company’s product and services pro-actively when opportunity arises.
• Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and/or other requirements.
• To adhere with the 24/7 Call Centre operation and scheduling

Minimum Job 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 dedication to customer happiness.
• 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 demeanor.
• 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.

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. As the largest listed company on the Hong Kong Stock Exchange, we’ve been proudly making a difference for people and communities across Asia for over a century. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way. Inspiring and supporting you to thrive - not just at work, but in life. Believe in better with AIA.

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