Customer Service Analyst

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

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

The key responsibility of Customer Service Analyst (CSA) is to be the first point of contact for all walk-in customers at the Service Centre. The CSA is expected to provide high service standards to customers who visit the Service Centre.

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.

Requirements

• At least a diploma or degree of any field
• Minimum 2 years of experience in customer service, preferably in the insurance industry
• Have a 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

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.

ABOUT AIA

For over a century, AIA has served the ever-changing needs of our customers across Asia-Pacific. Our Purpose to help millions of people live Healthier, Longer, Better Lives is at the heart of everything we do.

As pioneering innovators, we’re now transforming AIA to be faster, simpler and more connected to create better solutions and impactful experiences for our customers and communities. AIA encourages and enables our people to act with clarity, courage and humanity in service of our Purpose.

JOIN US

At AIA, we believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. Whether it’s investing better wellbeing, inspiring better learning, building better relationships, or making a better impact on customers, a career at AIA will challenge you to find new ways to pursue your ‘better’.

AIA is committed to building a vibrant, diverse, and inclusive workforce for all employees to thrive in. Join us if you believe in creating a better tomorrow!