Position Objective:

• Deliver the best quality of service to AIA customers via conduct survey, take feedback and action taken for continuous improvement.
• Tracking customer experiences across all functions and all touch points

Roles and Responsibilities:

• Assist to oversee the process of conducting suverys related to all customer journey upon group guideline with targeted timeline.
• Analyze survey data, identify trends and collect all customers solictic feedback to align all cross functional department and necessary action taken to improve best experiences both internal and external customers.
• Close looping feedback calls to customers to investigate customer satisfaction level from survey.
• Aligning customer experience strategies and Identifying customer needs and taking proactive steps to maintain positive experiences.
• Weekly, Monthly and quarterly report provide to management team.

• A bachelor's degree in  communications, business management, Computer science or in a related field preferred
• At least 1 year of experience in customer service field or a similar customer support for customer survey journey
• Extensive experience in gathering and interpreting customer experience information
• Solid knowledge of customer survey and quality montironing
• Proficiency in MS Office, Excel as well as CX tools
• Exceptional interpersonal skills and a customer centricity approach
• Great organizational and time management abilities
• Superb communication, collaboration, and problem-solving skills