Senior Associate, Customer Contact Senior Associate, Customer Contact …

AIA Bhd
in Kuala Lumpur, Malaysia
Permanent, Full time
Be the first to apply
Competitive
AIA Bhd
in Kuala Lumpur, Malaysia
Permanent, Full time
Be the first to apply
Competitive
Senior Associate, Customer Contact
Bring your career aspirations to life with AIA!
To perform call and email quality assessment on inbound and outbound interactions, complaint handling and analyse LION survey.

Job Responsibilities:a) Quality Observation
  • Perform call and email quality assessments on inbound and outbound interactions according to preset criteria to gauge knowledge and competency gaps of team members.
  • Perform service recovery measures immediately on areas where gaps have been identified.
  • To ensure relevant quantitative samples of quality assessments are performed timely, that which can provide clear insight on trends and issues.
  • Ensure all quality assessments results are tabulated accurately and scores are analysed to identify areas for improvement.
  • Run calibration sessions with team members periodically and ensure alignment to the current quality standards.
b) Complaint Handling
  • Validate the complaint and perform service recovery immediately.
  • Update all findings to relevant stakeholders timely
  • To do post complaint analysis for complete closure
  • To provide gap analysis and share findings with team members to avoid recurrence of complaint.
c) Satisfaction Survey (LION)
  • Analyse LION survey responses daily.
  • To action on both good and negative feedbacks.
  • To share survey results (including CRS) timely.
Job Requirements:
  • Diploma or Degree holder in any discipline
  • Minimun 3 years relevant experience
  • Certifications/licenses in LOMA
  • Ability to multitask and operate in a fast-paced team environment
  • Proficient in Microsoft Office
  • Ability to communicate clearly and professionally, both verbally and in writing
  • Possess good communication, presentation and inter-personal skills, with the ability to interact with all levels of staffs.
  • Ability to communicate clearly and professionally, both verbally and in writing
  • Possess a strong work ethic and team player mentality
  • 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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