Customer Care, Consultant

Customer Care, Consultant – AIA Malaysia

Location : Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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About the Role

Responsible for the internal process and project management, conducting deep dives on BNM findings and working closely with Managers and HOD to provide effective preventative and corrective measures. The role also covers execution of complaints handling activities of the department and to ensure effective and efficient management and delivery of excellent customer service within the Customer Care dept.

Find Your Better at AIA

We don't simply believe in being 'The Best'. We believe in better – because there's no limit to how far 'better' can take us. 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. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.

If you believe in better, we'd love to hear from you.

Roles and Responsibilities

Process and Complaints Management

• Establish and maintain Standard Operating Procedures (SOPs) for complaint handling in alignment with BNM and Customer Experience (CX) requirements.
• Disseminate updates on risk, compliance, and process changes across all levels within the Customer Care department.
• Provide recommendations and workflow designs for new processes, ensuring quality, compliance, and gap identification in existing procedures.
• Ensure consistent delivery of service excellence through effective handling of critical or ad hoc complaints via written, verbal, or face‑to‑face channels.
• Monitor and document complaint handling quality, ensuring adherence to internal procedures and regulatory compliance.
• Conduct root cause analysis and present complaint trends and findings to HOD, including recovery actions and case summary reports.
• Manage complex and dynamic caseloads, offering expert support to frontline staff on escalated complaints.

Projects and New Initiatives

Other Responsibilities

Minimum Job Requirements

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

Industry : Insurance

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