Assistant Manager, Customer Service (service Quality)
AIA Group
Not specified (assumed hybrid)
Manage escalated customer complaints
Ensure cases closed within turnaround time
Conduct investigations with departments
AIA Group is seeking an Assistant Manager for Customer Service focusing on service quality. The role involves managing complaints, ensuring timely resolutions, and engaging with customers to enhance service delivery
Job Summary
The role involves managing the end-to-end process of complaints to ensure resolution within required turnaround times.
Candidates will represent the company at Financial Industry Disputes Resolution Centre (FIDReC) mediations and adjudications.
The position requires maintaining professionalism while handling demanding complainants and ensuring accurate documentation.
Matching Summary
Match Score: 85
AIA Group is seeking an Assistant Manager for Customer Service focusing on service quality. The role involves managing complaints, ensuring timely resolutions, and engaging with customers to enhance service delivery.
Skills & Requirements
Must-have
Manage escalated customer complaints
Ensure cases closed within turnaround time
Conduct investigations with departments
Represent company at FIDReC mediations
Maintain high quality written replies
Nice-to-have
Work in fast-paced environment
Customer centricity mindset
Collaborate with supportive leaders
Drive service recovery processes
Key Requirements
Diploma or Bachelor's Degree
At least 2 years experience in complaints management
Experience in insurance or financial institution preferred