Customer Service Analyst

Role overview

AIA Singapore is looking for a Customer Service Analyst to serve as the first contact point for walk-in visitors at the Service Centre. The role focuses on delivering a consistently high standard of service while supporting AIA’s broader mission of helping people and communities live healthier, longer, better lives.

What you will do

• Offer every walk-in customer a dependable, courteous, and positive service experience.
• Check that customer requests are handled accurately and in line with compliance standards.
• Explain the benefits and features of the company’s digital tools to customers.
• Manage appeals, customer feedback, and initial-level escalations.
• Look for ways to improve internal processes so the overall customer journey becomes better.

What we are looking for

• A diploma or degree in any discipline.
• At least 2 years of experience in customer service, with insurance experience preferred.
• A strong customer-first mindset and genuine interest in service excellence.
• Clear communication abilities, careful attention to detail, and solid problem-solving skills.
• Ability to stay composed and effective when working under pressure.
• A collaborative team player with strong commitment and flexibility.

Additional information

Applicants must provide all requested personal information to be considered for this opportunity. If information is incomplete, it may affect how the application is processed and the final outcome. Candidates are also responsible for making sure all submitted details are accurate and current.

About AIA

For more than 100 years, AIA has supported the changing needs of customers across Asia-Pacific. Its purpose is to help millions of people live Healthier, Longer, Better Lives, and this purpose shapes the company’s work every day.

AIA is continuing to evolve into a faster, simpler, and more connected organization so it can deliver stronger solutions and more meaningful experiences for customers and communities. The company values people who act with clarity, courage, and humanity in pursuit of that purpose.

Why join AIA

AIA aims to help every employee find their own version of better through the work they do, the career they build, the life they lead, and the impact they create. The company supports better wellbeing, learning, relationships, and community contribution, and encourages a workplace where people can grow and make a difference.

AIA is also committed to building a diverse, inclusive, and vibrant workforce where everyone can thrive.