Job Description

The Role:

Handle customer and agent enquiries or requests via phone calls, live chat, and email regarding policy matters in a professional, clear, accurate, and timely manner. Assess and manage appeals, feedback, and minor complaints from customers and agents effectively. Record and update accurate information on all customer interactions in the Customer Relationship Management (CRM) system. Ensure timely and effective follow-up on all enquiries and requests. Deliver high-quality service to customers and agents, meeting or exceeding the required soft skills evaluation standards. Achieve individual performance targets and contribute to the overall Contact Centre service level goals. Liaise effectively with team members and other departments to resolve enquiries and requests promptly. Maintain strong knowledge of products, procedures, guidelines, services, and customer handling skills. Adhere to work schedules and occupancy standards within the Contact Centre. Serve as a reference point and provide guidance to new Contact Centre Officers through call buddying and mentoring. Participate actively in training sessions to continuously enhance skills and service delivery quality. Take accountability for identifying and mitigating business and regulatory compliance risks. Stay informed of industry trends, regulatory updates, emerging risks, and technologies to enhance compliance awareness and safeguard the company's interests. Proactively identify and escalate potential risks or concerns while sharing best practices in risk management. Perform other duties and responsibilities as assigned.

The Person:

Possesses a tertiary qualification, preferably in Communication, Management, Business Administration, or Insurance. Professional certifications such as ALMI, FLMI, Diploma in MII, or part qualifications in ACII/AMI (with M9, M5, or CHI) will be an added advantage. Minimum of 2-3 years of working experience in the life insurance or financial services industry, ideally with a background in customer service or call centre operations. Demonstrates strong service excellence mindset and consistently delivers high-quality work to meet objectives. Proficient in customer servicing, with excellent communication skills (both written and verbal). Key competencies include strong customer focus, problem-solving and conflict resolution skills, teamwork, accountability, and basic PC literacy. Able to work according to Singapore's working calendar. Displays a high level of integrity, accountability, and a positive attitude towards teamwork. Proactive, adaptable, and willing to embrace changes to improve processes and outcomes.
Job Types: Full-time, Permanent

Pay: RM3,500.00 - RM4,500.00 per month

Benefits:

Health insurance Maternity leave Opportunities for promotion Professional development
Ability to commute/relocate:

Kuala Lumpur: Reliably commute or planning to relocate before starting work (Preferred)
Education:

Diploma/Advanced Diploma (Preferred)
Experience:

Customer service: 3 years (Preferred) Life Insurance: 3 years (Preferred)
Work Location: In person