Customer Experience Analyst – Insurance Services

AIA Singapore; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

AIA Singapore is seeking a Customer Service Analyst to be the first point of contact for walk-in customers at the Service Centre, delivering courteous service and guiding customers through our digital tools.

The role focuses on maintaining high service standards, handling appeals/feedback, and identifying improvements to enhance the overall customer experience while collaborating with a supportive team.

Qualifications

• Diploma or degree in any field.
• Minimum 2 years of experience in customer service, preferably in the insurance industry.
• Passion to deliver customer-centric service.
• Good communication skills, strong attention to detail and problem-solving skills.
• Resilient and able to work effectively under pressure.
• A team player with high level of commitment and flexibility.

Responsibilities

• Provide consistent and positive customer experience to all walk-in customers.
• To ensure accuracy and compliance for all customers' requests.
• Educating customers on the features and benefits of our digital tools.
• Handle and manage appeals, feedback and first level escalations.
• Constantly identify process improvements with the objective to improve overall customer experience.

Skills

Customer service

Communication skills

Attention to detail

Problem solving

Resilience

Team player

Education

Diploma or degree in any field

Job description

AIA Singapore is seeking a Customer Service Analyst to be the first point of contact for walk-in customers at the Service Centre, delivering courteous service and guiding customers through our digital tools.

The role focuses on maintaining high service standards, handling appeals/feedback, and identifying improvements to enhance the overall customer experience while collaborating with a supportive team.