contact centre advisor - Cyberjaya, Malaysia - AIA

Description

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

Handles phone, email/live chat enquiries and complaints regarding all activities in insurance (Vitality) operation process. And perform ad-hoc projects.1. To be the first point of contact for members, end users, clients, service providers and colleagues. Ensure customers' enquiries and requests are handled as per the stipulated performance standards and benchmarks.

2. Demonstrate a "can do" and professional attitude when servicing members and clients with the objective of exceeding expectations with the service provided.

3. Demonstrate an understanding of all members' operations and ability to apply in live case management. Ensure all customer interactions are captured and logged in CRM system accurately.

4. Coordinate cases in an efficient and cost effective manner in accordance with company policies and procedures.

5. Take ownership and manage cases with a view to moving them forward in the best interests of the member and client

6. Ensure all calls, emails & live chats are answered promptly, appropriately and courteously & within SLA

7. Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner.

8. To complete all calls/emails & live chats assigned, handle other assignments and/or ad hoc projects as and when required. To manage an allocated load of cases within the working hours and ensure that it is communicated appropriately and efficiently

9. Ensure that sufficient logistic arrangements are made in timely and appropriate manner to meet the needs of members and clients.

10. Carry out any other duties/ad-hoc task/projects as requested by the manager.

11. Provide cross support team to other functions whenever necessary.