Customer Contact, Analyst

AIA Malaysia (Insurance); Sentral; On-site; MYR 30,000 - 45,000; Full time

Job summary

A leading insurance provider in Kuala Lumpur is seeking a dedicated customer service representative to manage inbound calls and resolve customer inquiries effectively. Candidates should possess excellent communication skills, a strong sense of integrity, and at least one year of experience in a call center environment. This role offers opportunities for career growth and requires a willingness to work flexible hours. Join us in creating a healthier future for everyone.

Benefits

Wellbeing tools and programmes

Opportunities for career growth

Diverse team culture

Qualifications

• Strong related working experience for non-degree holders.
• Prior experience in Customer Service/Call Centre preferred.
• Passion for excellence in customer interactions.
• Willingness to work flexible schedules and overtime.

Responsibilities

• Attend to inbound calls and resolve customer inquiries.
• Coordinate with team members and departments to address requests.
• Participate in training for skill enhancement.
• Manage call time and service targets effectively.

Skills

Excellent communication skills

Customer service experience

Integrity and commitment to customer satisfaction

Team player mentality

Ability to handle customer complaints

Strong detail orientation

Education

Diploma or Degree holder in any discipline

Job description

This job is about helping customers at AIA by answering their calls and resolving their inquiries. You might like this job because you’ll grow your skills in a supportive environment, working towards a healthier future for everyone.

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 attend to inbound calls (24/7 shift rotational basis) 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.

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 liaise effectively 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 enhancement of skills and knowledge to deliver quality service.
• To perform other responsibilities and duties periodically assigned by supervisor in order to meet operational and/or other requirements.

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 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 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.

Company Benefits

We offer a range of wellbeing tools and programmes to help you think well, feel well, plan well and live well.

Opportunities for career growth

With our diverse up-skilling, mentorship, job mobility and career experiences, we will help shape your career, your way.

Diverse team culture

It's our differences that make us better together. We empower you to be your best and make a difference in your own unique ways.

Do you believe in helping shape a better, more sustainable future? 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.