Assistant Manager, Customer Service (service Quality)

AIA

Not specified (assumed hybrid unless stated otherwise).
Manage escalated complaints end-to-end
Ensure cases closed within turnaround time
Conduct investigations with respective departments
AIA is seeking an Assistant Manager for Customer Service, focusing on service quality and complaint management. The role involves handling escalated complaints, ensuring timely resolutions, and collaborating with various departments to improve service delivery

Job Summary

  • The role involves managing the end-to-end process of complaints to ensure they are resolved within required turnaround times.
  • Candidates will engage with complainants via various communication modes and represent the company at FIDReC mediations.
  • The position requires maintaining professionalism while handling demanding customers and ensuring accurate documentation of all complaint information.

Matching Summary

Match Score: 75

AIA is seeking an Assistant Manager for Customer Service, focusing on service quality and complaint management. The role involves handling escalated complaints, ensuring timely resolutions, and collaborating with various departments to improve service delivery.

Skills & Requirements

Must-have

  • Manage escalated complaints end-to-end
  • Ensure cases closed within turnaround time
  • Conduct investigations with respective departments
  • Handle FIDReC mediations and adjudications
  • Maintain high quality written replies

Nice-to-have

  • Work in fast-paced environment
  • Collaborate on service recovery processes
  • Recommend enhancements from findings
  • Build career with supportive leaders

Key Requirements

  • Diploma or Bachelor's Degree
  • At least 2 years experience in complaints management
  • Experience in insurance or financial institution
  • Proficient in MS Office
  • Good command of spoken and written English

Work Rights

Not specified

Tailored Resume

Cover Letter