Customer Care

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About the Role

AIA is seeking an experienced Customer Care (Syariah) to lead the delivery of exceptional customer service experiences across all customer touchpoints while ensuring compliance with Syariah principles, regulatory requirements, and company service standards. This role will be responsible for overseeing customer care operations, managing complaint resolution and service recovery processes, driving customer satisfaction initiatives, and partnering with key stakeholders to continuously improve customer experience, service quality, and operational effectiveness. The incumbent will also ensure alignment of ParentCo customer care services with NewCo's products, customer needs, and Syariah business objectives.

Roles & Responsibilities:

Strategic Responsibilities

• Partners with Commercial and Product teams to translate customer feedback into product and service improvements
• Implements customer satisfaction (CSAT) and Net Promoter Score (NPS) tracking to infirm customer experience strategy
• Ensures all customer communication and dispute resolution align with Syariah principles and regulatory standards

Operational Responsibilities

• Oversees customer interaction channels (call center, email, chat, etc.) to ensure inquiry and complaint resolution
• Monitors customer service turnaround times and service recovery processes
• Maintains complaint logs, performs root cause analysis, and prepared regulatory reports (e.g. OJK reports)
• Ensures ParentCo customer care are trained on NewCo-specific products and Syariah claims principles

Requirements:

• Minimum bachelor degree of related field.
• At least 4 years experience in Customer Service and 3 years experience in Complaint Handling.
• Having strong analytical skills and problem solving.
• Excellent communication, interpersonal, negotiation and organizational skill.
• Proficient in windows (i.e. Word/Excell/Power Point/Visio).
• Good knowledge of risk assessment analysis of company loss and image.
• Able to work in fast-paced environment with positive attitude and service oriented.