Analyst, Customer Service Champion

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 This position is operationally responsible for ensuring support call center for day-to-day policy and customer services transactions are processed within the guideline, standard and in timely manner via call center team. As a customer service champion, to deliver excellency service to customers. Roles and Responsibilities: Handle incoming/outgoing customer calls promptly and courteously. Provide accurate information to customers regarding products, services, and policies. Take ownership and accountability to follow up resolve customer inquiries, complaints, and issues effectively. Follow communication scripts and use knowledge of company products to address customer concerns. Escalate complex or unresolved issues to higher-level support teams. Track all customer interactions and actions taken in customer service management systems. Maintain a positive, empathetic, and professional attitude toward customers. Stay updated on product knowledge and changes in company policies. Achieve personal and team targets, including call handling metrics and customer satisfaction scores. Minimum Job Requirements: Minimum 1-2 year of working experience in a call center or customer service environment. Excellent communication and interpersonal skills. Proficient in using call center software, databases, and CRM tools. Strong multitasking skills and ability to handle high call volumes. Willingness to work in shifts, including weekends and holidays. (Mandatory required) 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. 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. As the largest listed company on the Hong Kong Stock Exchange, we’ve been proudly making a difference for people and communities across Asia for over a century. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way. Inspiring and supporting you to thrive - not just at work, but in life. Believe in better with AIA. View our AIA LinkedIn page Bring your difference to AIA