The AIA Singapore Summer Internship Programme (May to Jul) aims to provide a meaningful learning journey for students who come on board by trusting you with real-life projects in the respective work areas, and helping you forge professional relationships along the way. Spend some time with us before you graduate, and take your understanding of the corporate world and insurance industry to the next level. As a Service Strategist Intern in the Customer Service department, you willassist with strategy formulationforstreamlining customers journey, service differentiation, and utilisation of Artificial Intelligence (AI) in customer service. You will also be exposed to quality management in customer service. Key Responsibilities:
Provide best in class customer service to walk-in customers
Formulate strategies to increase the utilitsation rate of eCare app for supported requests and to reduce walk-in volume
Assist Centre Manager(s) in the centre operations
Identify service gaps in the customer journey through process improvements (LEAN Six Sigma)
Support marketing campaigns
Ensure prompt follow up on sales leads and report closure rate
Report on daily conservation statistics
Maximize service experience through elimination of service/business pain points
Introduce appropriate service matrix(s) to improve centre productivity and customer satisfaction
Key Expected Learning Outcomes:
Streamlining customer journey
Utilising Artificial Intelligence (AI) in customer service
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases