Contact Centre Advisor (ASEAN - Cantonese / Thai Speaker)

Contact Centre Advisor (ASEAN - Cantonese / Thai Speaker)

AIA Group
Malaysia
Not Specified
Not Specified

Job Description


Bring your career aspirations to life with AIA!Handling dedicated 24/7 hotline enquiries related to which will extends policy coverage, benefit entitlements, panel appointment, pre-authorization status, claim status for ASEAN region.
Job Requirements :
  • To be the first point of contact for members, end users, clients, service providers and colleagues. Ensure customers’ enquiries and requests are handled as per the stipulated performance standards and benchmarks.
  • Demonstrate a can do and professional attitude when servicing members and clients with the objective of exceeding expectations with the service provided.
  • Demonstrate an understanding of all members’ operations and ability to apply in live case management. Ensure all customer interactions are captured and logged in CRM system accurately.
  • Coordinate cases in an efficient and cost effective manner in accordance with company policies and procedures.
  • Take ownership and manage cases with a view to moving them forward in the best interests of the member and client
  • Ensure all calls are answered promptly, appropriately and courteously & within SLA
  • Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner.
  • To complete all calls assigned, handle other assignments and/or ad hoc projects as and when required. To manage an allocated load of cases within the working hours and ensure that it is communicated appropriately and efficiently
  • Ensure that sufficient logistic arrangements are made in timely and appropriate manner to meet the needs of members and clients.
  • Carry out any other reasonable duties as requested by the manager.

Job Requirements :
  • University or college graduate holding appropriate professional qualification.
  • Experience in customer service in call centre environment / healthcare/  life science/ /claims department will be added as advantage
  • Proficient in both written and spoken English. 
  • Proficient in spoken Cantonese. Spoken Thai Language will be an added advantage.
  • Experience or training in nursing will be an added advantage
  • Flexibility to work overtime and weekends occasionally
  • Flexible on 24/7 shift rotations.

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.

About AIA Group

The roots of today’s AIA Group can be traced to 1919 when entrepreneur Cornelius Vander Starr established his first insurance business in Shanghai, China. What followed was pioneering growth, securing AIA’s position as the largest independent publicly listed pan-Asian life insurance group—spanning 18 markets and serving the holders of more than 38 million individual policies and more than 16 million group scheme members. AIA is based in Hong Kong and is listed on The Stock Exchange of Hong Kong under the stock code “1299 (ticker symbol: “AAGIY). AIA’s contributions have supported social and economic progress across Asia, while also advancing the reach and impact of life insurance across the region. In 2020, we paid more than US$16 billion in benefits and claims, providing essential financial protection when it was needed the most. We also take pride in the long-term relationships we have developed with our customers and agents that in many cases have continued for generations. The insurance industry plays an important role in addressing the sustainability challenges our communities face. With this in mind, AIA’s ambition is to be a global industry leader in Environmental, Social, Governance (ESG), shaping a sustainable future for the communities we serve and creating long-term value for our stakeholders. For more than a century, AIA has strived to make a significant, positive impact for our customers and communities across Asia. As we look to the future, this commitment is reinforced by our Purpose: to help millions of people live Healthier, Longer, Better Lives. Our Purpose guides the decisions we make and the actions we take as an organisation—empowering and enabling people to understand and manage their health, while meeting their long-term savings and protection needs. Helping create a healthier Asia is one of the most important and valuable things we can do for our communities, today and tomorrow.

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