AIA
Financial Services
CustomerService(ServiceQuality),Analyst
“Customer Service (Service Quality), Analyst at AIA. Skills: Complaints resolution, Customer engagement. Manage escalated complaints. Review cases”
What You'll Achieve.
Close cases within turnaround time; Ensure high quality standards
Industry & Context.
Investigation
What They're Looking For.
Must Have
2 years working experience, Complaints management experience, Customer service experience, Good written skills, Interpersonal skills, Communication skills, Good command of English, Proficient in MS Office
Nice to Have
Certifications in insurance papers
What You'll Do.
Manage escalated complaints
Engage with complainants
Communicate complaint outcomes
Conduct investigations
Collaborate with departments
Review investigation outcomes
Propose recommendations
Carry out service recovery
Recommend enhancements
Recommend improvements
Ensure high quality replies
Prepare management updates
Handle FIDReC complaints
Represent company at FIDReC
Maintain professionalism
Document complaints information
Handle ad-hoc projects
How You'll Work.
Team & Collaboration
Collaborate with departments; Collaborate with colleagues
Communication Scope
Written communication; Interpersonal communication; Spoken communication
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