Customer Care
AIA Group · Jakarta
Start building a career with purpose.
At AIA, your perspective, curiosity and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will learn through meaningful work, collaborate with experienced colleagues and build practical skills as you turn fresh ideas into positive outcomes and a more sustainable future for our customers and communities.
Join us to explore new possibilities, grow through real experiences and start making an impact across Asia.
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.