Analyst, Customer Correspondence

2 days ago

Kuala Lumpur MYAIA Malaysia AIA Group Full time 40,000 - 70,000 per year

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

Responsible for handling customer inquiries via Telephone, Email, or any online platforms.


• Provide timely response to customers in areas of product information, outpatient / inpatient services, claims, premium payment and policy termination

• Process customer instructions / request

• Troubleshoot and resolve customer complaint

• May reach out to customers whose policies have lapsed in an attempt to retain them

Email, Letter, Phone Call & Live Chat

  • Attend & resolve customer inquiries via email and letter:

a) to ensure that customer inquiries are handled timely; with response that are clear, simple, and easy for customer

b) Ability to meet productivity assigned by supervisor

c) Ability to ensure quality in all work produce

  • Participate in training to improve quality of work and to ensure consistent high performance.
  • Display good customer centricity throughout the course of handling customer correspondence.
  • To seek help to learn up or skill up competency require as and when new product or procedures are introduced by organization.

Administrative duties

  • Lead initiatives as and when assigned.
  • Provide administrative support to ensure efficient Customer Contact operations.
  • Supports the department and its employees through a variety of tasks related to group communication and internal team engagements.

Staff Engagement

  • Mentoring and onboarding new hires in solving work-related issues, identify and remove barrier to employment and other problems that interfere with mentee's professional development within the department.
  • Assists the Team Leader in developing and implementing strategic employee engagement interventions that can elevate engagement levels within Customer Contact.

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 commitment to customer satisfaction.
  • 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 attitude.
  • Strong detail orientation and communication/listening skills.
  • Willingness to work a flexible schedule and occasional overtime when needed.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

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