Job Description

Customer Care Executive (Contact Centre)

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

General Insurance

General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world\xe2\x80\x99s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.

About the role

What you need to know:

• Provide exceptional customer service via multiple service channels including but not limited to telephone, emails, faxes, social media channels and other available service channels in the future and contribute towards improving Service Survey Net Promoter Score (NPS)
• Drive first contact resolution by focusing on resolving customer\'s inquiries during the first interaction
• Understand, research, identify and resolve customer\xe2\x80\x99s complaint and proactively perform service recovery by understanding customers\xe2\x80\x99 needs and requirements
• Proactive in discovering and voicing out opportunity for service and process improvement and actively participate in the process improvement activities
• Ensure retention of customers by discouraging cancellation and propose a solution that will suit customer\'s need
• Document all customer\xe2\x80\x99s contact and interaction information according to standard operating procedures
• Recognize, document, and alert the management team of abnormal trends detected in customer\xe2\x80\x99s calls and contacts
• Follow up on customer calls where necessary to ensure full resolution
• Must demonstrate high degree of integrity and confidentiality. Always maintain confidentiality of customer information at all time and adhere to all compliance guidelines, policies and regulations
• Accountable for meeting individual (KPIs) and team goals
• Drive self-learning and development by taking part in training and other learning opportunities to expand knowledge, skill and experience
• Proactively upsell or cross sell products and services by understanding and recognizing customer\xe2\x80\x99s needs
• To provide cross functional collaboration work to ensure smooth daily operation within the department
• Other duties as assigned which may include job rotation, short term attachment, tasks and projects.

What we\xe2\x80\x99re looking for: Requirement

• Minimum high school or diploma holder
• Preferably 1-2 years contact center or customer service experience but not mandatory
• Language proficiency in English and Bahasa Malaysia. Knowledge of additional language/dialect is an added advantage
• Excellent listening, verbal and written communication skills
• Computer literacy and ability to navigate through multiple systems at any given time
• Possess customer service mindset, able to think critically and creative problem solver
• Ability to multitask and handle stressful situation appropriately
• Ability to adapt and work in a fast-paced and evolving work environment
• Team player with positive attitude
• Flexible to work staggered workhours, lunch breaks and during holidays when necessary, according to operational needs.

We are an Equal Opportunity Employer

It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide 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. At AIG, we believe that diversity and inclusion are critical to our future and our mission \xe2\x80\x93 creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

We are an Equal Opportunity Employer

American International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its policies and procedures reflect this commitment. We provide 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 such as sexual orientation. At AIG, we believe that diversity and inclusion are critical to our future and our mission \xe2\x80\x93 creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

To learn more please visit:

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please send an email to . Reasonable accommodations will be determined on a case-by-case basis.

Functional Area: OP - Operations

Estimated Travel Percentage (%): Up to 25%

Relocation Provided: No

AIG Malaysia Insurance Berhad

AIG