Service Quality Executive

Job description

We are looking for a driven Service Quality Executive to your the Customer Service and Operations team in Aviva! Are you looking to advance your career in Customer Service? Do you find great sense of satisfaction in resolving customers' complaints?

If you are, this career opportunity might just be the one for you!

This role is responsible for the effective management of escalated complaints for Individual business lines in Aviva to achieve fairness for the customer and operational efficiencies for the company.

The role is to deliver MAS FAIR Dealing Outcome #5 - Financial institutions handle customer complaints in an independent, effective and prompt manner – by the efficacy and quality of complaints and dispute resolutions done and to support any administration needs of the department in case management or documentations.

As a Service Quality Executive, you will support administration needs of the department in case management or documentations.

·  Comprehend our general procedures of dispute resolutions and being able to explain these to complainants. 
·  Conduct investigations of escalated complaints by understanding our range of products offered, working with other business units and navigating our systems to obtain policy information necessary for dispute resolutions. 
·  Review root causes of gaps identified and propose improvements. 
·  Achieve fair dealings and deliver excellent service to complainants in managing their disputes.
·  Maintain our Complaint Register, ensuring all cases are followed through to proper closures with accurate documentation of all case files. 
·  Participate in service excellence projects assigned by superior.

Education Qualifications

·  Diploma / Degree in Business Management

Required Capability:

·  Minimum 2 years of Customer Service experience in Insurance industry
·  Experience in handling customer complains in the Insurance industry would be an added advantage
·  Good oral and written communication skills.
·  Good command of English, both oral and written
·  Good time-management and problem-solving skills
·  Knowledge in insurance and financial products would be an added advantage

Apply now and we will be in touch!