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 incumbent is responsible for overseeing the daily operations of all customer care functions, including after-sales service and the management of inbound and outbound customer interactions, ensuring a consistently positive customer experience. This role is accountable for leading the call center team to ensure policy servicing and customer service transactions are processed accurately, efficiently, and in compliance with established guidelines and service standards. As a customer service champion, the incumbent drives service excellence by ensuring customer inquiries, requests, and complaints are addressed and resolved promptly, while continuously identifying opportunities to enhance processes and communication. The role also ensures the successful delivery of business-as-usual (BAU) activities and customer-related ad hoc projects, contributing to overall customer satisfaction and operational effectiveness.

Roles and Responsibilities:

• Handle incoming/outgoing customer calls promptly and courteously.
• Provide accurate information to customers regarding products, services, and policies.
• Take ownership and accountability to follow up resolve customer inquiries, complaints, and issues effectively.
• Follow communication scripts and use knowledge of company products to address customer concerns.
• Escalate complex or unresolved issues to higher-level support teams.
• Track all customer interactions and actions taken in customer service management systems.
• Maintain a positive, empathetic, and professional attitude toward customers.
• Stay updated on product knowledge and changes in company policies.
• Achieve personal and team targets, including call handling metrics and customer satisfaction scores.

Minimum Skill and Job Requirements:

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.