Customer Service Analyst

About the role

As a Customer Service Analyst you will be the first point of contact for walk‑in customers at AIA’s Service Centre. You will ensure a high‑quality, consistent experience while supporting customers with their inquiries and promoting the use of digital tools.

Key responsibilities

• Provide a consistent and positive experience to all walk‑in customers.
• Ensure accuracy and compliance for all customer requests.
• Educate customers on the features and benefits of AIA’s digital tools.
• Handle and manage appeals, feedback, and first‑level escalations.
• Identify process improvements to enhance overall customer experience.

Required profile

• At least a diploma or degree in any field.
• Minimum 2 years of experience in customer service, preferably in the insurance industry.
• Passion for delivering customer‑centric service.
• Strong communication, attention to detail, and problem‑solving abilities.
• Resilient and able to work effectively under pressure.
• Team player with high commitment and flexibility.