Customer Contact, Analyst

At AIA, we've started an exciting movement to create a healthier, more sustainable future for everyone.

We're looking for a Customer Contact, Analyst to effectively and efficiently manage customer/agent/prospect interactions and requests via inbound call.

Roles and Responsibilities:

• Attend to inbound calls according to the Standard Operating Procedure in resolving and providing solution to customers enquiries/requests in a more effective and efficient way, including back-end administration processing.
• Collaborate closely with other members of the Call Centre, other departments, and business partners to resolve enquiries/requests.
• Coordinate closely with unit leaders/management in managing individual call time and volume.
• Participate in training to ensure continuous improvement of skills and knowledge to deliver quality service.
• Promote/cross-sell the company's products and services proactively when opportunity arises.
• Perform other responsibilities and duties periodically assigned by supervisor.
• Adhere to the 24/7 Call Centre operation and scheduling.

Minimum Job Requirements:

• Education – Diploma, Degree holder in any discipline and/or non-degree holders with strong related working experience.
• Experience – Relevant experience, preferably at least one year in Customer Service / Call Centre.
• Demonstrated experience in customer service.
• Passion for excellence with respect to treating and caring for customers.
• Highly developed sense of integrity and dedication to customer happiness.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Possess a strong work ethic and team player mentality.
• Ability to handle and manage customer complaints.
• Has a pleasant, patient, and friendly demeanor.
• Strong decision-making and analytical abilities.
• Strong detail orientation and communication/listening skills.
• Willingness to work a flexible schedule and occasional overtime when needed.