Associate - Contact Centre

5 days ago

Cyberjaya, Malaysia AIA Full time

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.
- It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030._
- And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business._

Sound like you? Then read on.

About the Role

Process authorized policy servicing related transactions as per agreed SLA. Perform outbound calls to customers as per agreed SLA

Outbound Calls/Processing
- To make outbound calls to selected customers according to the type of calls outsourced to Outbound Team
- Ensure that calls are made according to prevailing Call Script and all calls are recorded
- Complete assigned task as per stipulated in requirements and within targeted time
- Ensure that timeline and objectives met as agreed with team leader for any other assignments/projects that may be assigned are met or exceeded
- Ensure all transactions are captured and logged in the requested system accurately.
- Meet the agreed individual and team Key Performance Indicator.

General
- Attend & get certified for development plans identified to upgrade authority limit/up skilled and personal development
- Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and/or other requirements
- Ensure 100% timely implementation of impact plans and participate/strive to team activities
- Ensure that the agreed Individual processing Turn Around Times (TAT) are met or exceeded.
- Ensure that the quality, including presentation and accuracy of service provided, meet or exceed our customer and business partners expectations
- Ensure that the efficiency meet or exceed defined minimum performance standards.
- Forward thinker in ensuring all required task and activities are recorded in relevant system accurately and promptly.

Job Requirement
- Preferable 2 to 3 years in customer service in call centre environment / healthcare / insurance industries. Fresh graduates is encouraged to apply.
- Proficient in both written and spoken English, spoken Mandarin will be an added advantage.
- Proficiency in MS Office, MS Outlook, MS excel.
- Must be following Singapore working calendar.
- Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._

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