Customer Care

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.

If that interests you, read on.

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.

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.