Customer Centres (KL Main), Specialist

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

Sound like you? Then read on.

About the Role

Uphold and raise the service standard of Customer Centre by ensuring smooth Branch operation and Omni channel support as well as people development.

To accurately manage Virtual Branch workforce in accordance with volume, skills and ad-hoc changes and to track / reports issues and area of improvement by measuring supporting data / statistic.

Role Responsibilities

• To provide product and service information through face-to-face service delivery channel that meets and exceeds the defined service standards.
• To promote Self-Serve Facilities by engaging educating & encouraging customers & agencies to use & sign up.
• To attend and to resolve product / service problems and complaint by providing end to end solution.
• To handle escalations from internal and external team members by initiating discussions and providing recommendation for solutions.
• Project Involvement (ad-hoc / routine) - to participate and contribute within pre-determined timeline, where assigned.
• To be a Subject Matter Expert (SME) and facilitate training session.
• To perform other responsibilities and duties periodically assigned by superior(s) in order to meet operational and / or other requirements.
• To relief other branches at different location (if required).

Minimum Job Requirements