Bring your career aspirations to life with AIA!Responsible for the execution of core functions and activities of the department to ensure smooth operations and delivery of excellent customer service through elevated email correspondence and case resolution.
Additional functions include ONE of the following but not limited to:
1. Formal assignment of team management duties (Acting Team Leader),
2. CX-Customer Engagement related project initiatives and coordination.
3. Assignment of complex customer enquiries and investigative work to ensure resolution within given TAT.
Omnichannel Customer Support: Email, Letters, Call and Webchat Attend inquiries via email, inbound calls and Webchat while ensuring:
a) All cases assigned are handled in a timely manner and meets required service delivery standards
b) achievement of daily/monthly productivity target as assigned by supervisor
c) adhering to all quality and regulatory guidelines and proactively seek ways to improve efficiency Participate and provide feedback/suggestion in training to improve quality of work and to ensure consistent high performance. Display good customer centricity attitude throughout the course of work. Provide guidance and coaching to junior staff to improve skill sets and quality of work. Performs other responsibilities and duties periodically assigned by supervisor to meet operational and /or other requirements Compile regular or ad-hoc reports/statistics for analysis and provide feedback to supervisors to bridge gaps.
Team Management To take on the role of acting Team Leader and oversee all leadership duties where assigned by Manager or Senior Manager. To manage team performance in terms of productivity, quality and ensuring adherence to all operational related requirements within the department.
Projects Lead initiatives/projects assigned that tie with the department's goals
Collaborate with others to identify and define project requirements, scope and objectives Track and provide timely update on the progress Handle any issues that arise. Identify and drive system enhancements to improve the services provided to our customers.
Feedback/Enquiries Consistent delivery of customer service excellence through efficient investigation and handling of complex enquiries received through all channels prior to escalation to relevant dept/unit. To handle elevated volumes of FCR cases based on expertise and skillsets.
Financial and Non-Financial Measures: Achieve individual/team SLA and productivity through sound knowledge and extensive email handling experience. To achieve designated quality and service scores. Delivery of all relevant Project requirements within specific timelines
Communication Requirements
Internal & External Communication to customers/ agents/ others would be by way of letters, email, phone or any method that is reasonably appropriate. Ability to share high level information with team members and disseminate knowledge and risk awareness amongst all levels from within the dept.
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.
