Specialist II, Customer Service Support

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

Responsible for providing services to customers relating to areas such service requests, suggestions and complaints

Roles and Responsibilities:

• Handle customer service work orders across all channels, conduct full-process closed-loop management to ensure compliance with all performance metrics; collaborate with various departments to provide solutions for customers and carry out Customer Rights Protection (CRP) work;
• Handle complex cases, identify case risk points, and efficiently resolve customer disputes through diversified approaches;
• Perform work order data statistics and analysis, compile reports on hot issues and case studies, and extract improvement points from complaint trends;
• Assist supervisors in optimizing customer service processes and complaint management systems, propose rational suggestions and implement them;
• Participate in the execution of various departmental projects;
• Complete other tasks assigned by supervisors.

Minimum Job Requirements:

• Bachelor’s degree or above, preferably in Law or Financial Insurance;
• More than 3 years of experience in customer complaint handling or consumer protection at financial insurance institutions, candidates with life insurance industry experience are preferred;
• Strong service orientation, adaptability, and risk identification capability;
• Solid writing skills, strong communication skills and sense of responsibility, able to work under pressure;
• Proficient in both Chinese and English, skilled in MS Office applications, and adept at PPT creation.

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.