Analyst, Customer Experience
AIA
- Singapore
- Permanent
- Full-time
- Handle end-to-end process of complaints escalated by internal and external parties within the service delivery standards.
- Able to conduct and conclude investigation with the relevant departments and communicate investigation findings and outcome to complainant
- Able to manage demanding/difficult complainants
- Handle face-to-face meetings, telephone contacts and written communications with complaints
- Effective liaison with colleagues from other departments that support investigation and service recovery process
- Identify critical issues of the complaints received and provide feedback to the department concerned and/or management for review and improvement
- Support in representing the Company to handle end-to-end process of customers’ dispute through mediation and adjudication at Financial Industry Disputes Resolution Centre Ltd (FIDReC)
- Submit complaints management related reports on a timely basis
- Attend to enquiries/feedback received at the various customer service touch points.
- Provide and suggest process improvement in alignment to organization Technology, Digital and Analytic (TDA) direction.
- Handle internal and external audits on complaints data and work on proposed improvement if any.
- To undertake ad-hoc tasks and projects assigned by Head, Customer Experience
- Degree holder, with a minimum of 5 years Customer Management preferably with insurance/employee benefits knowledge.
- Possess excellent capabilities in following up, prioritization and multitasking
- Able to work in fast-paced environment and work within tight timelines
- Result oriented personality is essential
- Good interpersonal and communication skills
- Good teammate