Assistant Manager, Customer Service (service Quality)
AIA
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Manage escalated complaints end-to-end
Ensure cases closed within turnaround time
Conduct investigations with departmental collaboration
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AIA is seeking an Assistant Manager for Customer Service focused on service quality, responsible for managing escalated complaints and ensuring timely and effective resolutions. The ideal candidate should have at least two years of experience in complaints management or customer service, ideally within the insurance or financial sectors, and possess strong communication skills.
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Job Summary
The role involves managing the end-to-end process of complaints received by the Service Quality unit.
Candidates will represent the company at Financial Industry Disputes Resolution Centre Ltd (FIDReC) mediations and adjudications.
AIA is seeking ambitious people to help a billion people live Healthier, Longer, Better Lives by 2030.
Matching Summary
Match Score: 75
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AIA is seeking an Assistant Manager for Customer Service focused on service quality, responsible for managing escalated complaints and ensuring timely and effective resolutions. The ideal candidate should have at least two years of experience in complaints management or customer service, ideally within the insurance or financial sectors, and possess strong communication skills.
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Skills & Requirements
Must-have
Manage escalated complaints end-to-end
Ensure cases closed within turnaround time
Conduct investigations with departmental collaboration
Handle FIDReC mediations and adjudications
Maintain high quality written communication standards
Nice-to-have
Experience in insurance or financial institutions
Ability to work in fast-paced environment
Proficiency in MS Office applications
Certifications in insurance papers
Customer centricity mindset
Key Requirements
Diploma or Bachelor's Degree required
At least 2 years experience in complaints management