{"id":424901,"url":"https://alion.io/job/aig-customer-care-consultant","title":"Customer Care Consultant","company":{"id":3496,"name":"AIG","domain":"aig.com","url":"https://alion.io/company/aig","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":82,"open_postings":74,"ghost_share":0.014,"stale_share":0.662,"repost_share":0.027,"time_to_fill_p50_days":49,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Singapore"],"countries":["SG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-05-12T00:00:00Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-11-01T17:22:40Z","board_verified":true,"closed_at":null,"days_open":173,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":173},"description":"At AIG, we are reimagining the way we help customers to manage risk. Join us as a Customer Care Consultant to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.\nMake your mark in Customer Care team\nOur Customer Care team provides multi-channel (phone, email, digital) customer support across all lines of Consumer & Commercial products for policy servicing, renewal & retention, cancellation rescue, new business and other issuance related issues. The team serves our customers through an elevated, personalized experience - our customer-centric framework drives a consistent experience and best practice.\nHow you will create an impact\nThis role requires the candidate to work in a team of Customer Care Consultant to perform voice and non voice customer service and sales for transactions routed to the Inbound Sales & Service team, promptly, accurately and professionally.\nRoles and Responsibilities Include:\nVersatile and to embrace change as and when required in accordance to company vision and mission.\n\nEnsure timely update of complete and accurate information on customer interactions in the Customer Relationship Management (CRM) system.\n\nMaintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.\n\nFulfill Contact Centre expectations by meeting KPIs as set out in CCC KPIs.\n\nProvide high levels of service delivery and contribute to expected team performance standard.\n\nEnsure resolution provided, resolve customers’ problems, feedback and complaints by applying appropriate skills.\n\nFeedback customer’s concerns to Team Manager for service improvement\n\nDeliver excellent customer service and ensure a positive customer experience during conduct of day to day activities.\n\nPromote/cross-sell company’s products and services proactively when opportunity arises to increase productivity and revenue generations.\n\nMaintain positive and professional working relationship with Contact Centre colleagues and stakeholders.\n\nAble to perform additional or overtime duties during operational exigencies.\n\nAssist ad hoc initiatives / projects as and when delegated by management.\n\nUpdates job knowledge by studying new product descriptions; participating in educational opportunities.\n\nContribute to Continual Improvement in Operations, Customer Journey, and Customer Experience, Product and Campaign re-design initiatives through insights and supporting team and direct managers in ad hoc projects/programmes in the Contact Centre.\n\nPerformance Measures:\nAdherence to Schedule and Punctuality\n\nAux breaks\n\nAchieve Quality Score of 90% and above\n\nAverage Handling Time\n\nCalls Answered per hour\n\nCross Sells - Renewal (conversion rate) / New Business enrolment\n\nCross Sells - Personal Accident\n\nComplaints / Feedback and Compliment\n\nWhat you’ll need to succeed\nExcellent telephone etiquette\n\nResilient, resourceful, displays strong initiative, self-directed and motivated\n\nExcellent customer service and communication skills\n\nStrong interpersonal skills\n\nAble to articulate thoughts clearly\n\nFluent in oral and written English\n\nEnjoy problem solving\n\nCustomer Service orientation\n\nAble to apply the right level detail to task and initiatives\n\nRelevant customer service experience in contact center environment\n\nBilingual in English and Bahasa Melayu/Mandarin or Tamil.\n\nCertificate in General Insurance preferred\n\nHealth Insurance Certification would be an advantage\n\nKnowledge of Call Center Systems\n\nMS Office Application Suite\n\nAt AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.\nEnjoy benefits that take care of what matters\nAt AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security-as well as your professional development-to bring peace of mind to you and your family.\nReimagining insurance to make a bigger difference to the world\nAmerican International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us - across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.\nWelcome to a culture of inclusion\nWe’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.\nAIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.\nAIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to .\nFunctional Area:\nTH - OtherAIG Asia Pacific Insurance Pte. 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