7 Months Customer Service Admin Support, Raffles Place

At AIA, we are committed to delivering a fair, timely, and customer-centric complaint resolution experience. The Service Quality Team plays a vital role in managing customer complaints, addressing service concerns, and identifying opportunities to enhance customer experience and service excellence across the organization.

This temporary position will provide administrative and operational support to the Complaint Handling Team, ensuring the timely and accurate management of customer complaints, customer communications, reporting requirements, and documentation.

If you are a detail-oriented and organized individual looking to gain valuable experience in complaint management and service quality operations, we encourage you to apply and join our Service Quality Team in supporting a fair and positive customer experience.

Responsibilities:

• Manage the team mailbox by monitoring incoming correspondence and routing enquiries to the appropriate stakeholders for action.
• Support complaint handling activities by collating information, documents, and case updates required for investigations, reporting, audits, and management requests.
• Maintain accurate and up-to-date complaint records, trackers, monitoring logs, and registers, ensuring the integrity of data within internal systems.
• Monitor outstanding cases and follow up with internal stakeholders for timely updates and required information.
• Prepare and send interim updates and other customer communications within stipulated service timelines.
• Prepare, consolidate, and validate reports, management information, and documentation to support team operations and reporting requirements.
• Coordinate the distribution of customer satisfaction surveys and maintain survey records.
• Provide administrative support for audits, reviews, projects, and other ad hoc assignments.

Requirements:

• Diploma or bachelor’s degree in business administration or a related discipline.
• Prior experience in administrative support, customer service, operations, complaint handling, or the insurance industry would be advantageous.
• Candidates with no prior experience but possess strong organizational and written skills are welcome to apply.
• Strong attention to detail and accuracy in data management and documentation.
• Good organizational, administrative, and coordination skills.
• Proficient in Microsoft Office applications, particularly Excel, Word, Outlook, and PowerPoint.
• Ability to handle confidential and sensitive information with discretion.