Job Description

1. General description: To effectively and efficiently manage customer/agent enquiries via inbound call 2. Job tasks: 1) Will be require to attend incoming voice call and assist customers/agent on their enquiries. 2) Need to record the call interaction in record file as supervisor advice. 3) If there is any issues/feedback raise by customers, need to report to supervisor 3. Environment: 1) Air conditioning environment. 2) Supporting leaders 3) Helpful senior staffs who ready to help. 4. Shift: a) AIA business operation hours, Monday to Thursday ( 8.30am - 5.30pm) & Friday (8.30am - 4.30pm). b) Your shift could be a FULL day or, 4 hours a day & on rotation basis (as per schedule by operations). c) Willingness to work a flexible schedule (if any) and occasional overtime when needed. Note : Willingness to work a flexible schedule (if any) and occasional overtime when needed 5. Tools required: All tools will be provided. Other details to take note:- 1. Adhere to the instruction given on call handling. 2. Prefer candidates with high commitment towards their work schedule and can perform at a satisfactory level against given KPIs. 3. Being punctual to work is utmost important & if any issue, should update respective TL / Kala before 8.15am. 4. Staff require to ready to handle incoming call at 8.30am. 5. Meal-break, strictly follow the schedule or as per supervisor advise (1 hour) 6. Apply "No Phone" policy (meaning, you required to safe keeping your mobile phones at designated locker and only able to accessible during your break/free time. For emergency contact - can provide your supervisor details). 7. Candidates who diligently committed towards work will consider positively to extend support till end of project term (solely on management decision). Important note: AIA BHD reserve the rights to adjust the shift schedule, adjust shift fees (if GG late or fail to report to work etc) & remove GG if poor performance/attendance or fail to adhere instructions.