Customer Service Analyst

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.

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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