Customer Service, Analyst - Singapore - AIA SINGAPORE PRIVATE LIMITED

AIA SINGAPORE PRIVATE LIMITED

Verified Company

Singapore

1 week ago

Posted by:

Wei Jie

beBee Recruiter

Description

Responsibilities:

Championing and implementing digitalization and self-help capabilities (i.e., Chatbot, Talkbot, RPA and any future servicing portal) at customer service touch points to achieve Next Generation servicing and Leading Customer Experience.

Uphold the responsibilities in Compliant Management and deliver Fair Dealing Outcome in resolving customers' complaints in an independent, effective and prompt manner.

Analyse data to identify trend for automation and process improvement for Operational Efficiency and Quality of Service.

Support Head, Customer Service in driving digital transformation and selfhelp tools at service touch points in Singapore and OSS Call Centre with Compliance and Operational Risk in mind.
Responsible for designing "as if" and "to be" in customer experience journey on transformation tools.
Collaborate with internal/external stakeholders and spearhead in upskilling chatbot, talkbot, (and any customer facing portals) to achieve Corporate Solutions' goals and vision in Joyous CX.
Drive eportals utilization rate, focus on accuracy and quality of contents and increase customer satisfaction ratings.
Develop and implement customer centric strategies and framework to deliver consistent high standard and quality service to our customers and business partners.
Support investigation of complainants escalated to Customer Service section and communicate investigation findings/outcome to complainant/business partners within the required turnaround time.
Attend to enquiries/feedback received at the various customer service touch points.
Use of data to identify and recommend any process/operational enhancements or new service propositions to improve customer service and experience.
Support Section Head in implementing and maintaining a centralized knowledge library as source for future omnichannel servicing portal.
Performs other responsibilities and duties periodically assigned by Section Head in order to meet operational and/or other requirements.

Job requirements:

Support Head, Customer Service in driving digital transformation and selfhelp tools at service touch points in Singapore and OSS Call Centre with Compliance and Operational Risk in mind.
Responsible for designing "as if" and "to be" in customer experience journey on transformation tools.
Collaborate with internal/external stakeholders and spearhead in upskilling chatbot, talkbot, (and any customer facing portals) to achieve Corporate Solutions' goals and vision in Joyous CX.
Drive eportals utilization rate, focus on accuracy and quality of contents and increase customer satisfaction ratings.
Develop and implement customer centric strategies and framework to deliver consistent high standard and quality service to our customers and business partners.
Support investigation of complainants escalated to Customer Service section and communicate investigation findings/outcome to complainant/business partners within the required turnaround time.
Attend to enquiries/feedback received at the various customer service touch points.
Use of data to identify and recommend any process/operational enhancements or new service propositions to improve customer service and experience.
Support Section Head in implementing and maintaining a centralized knowledge library as source for future omnichannel servicing portal.
Performs other responsibilities and duties periodically assigned by Section Head in order to meet operational and/or other requirements.