Assistant Manager, Contact Centre Senior Policyholder & Agent Specialist (Ipoh)
Prudential · Perak
Full-timeonsiteseniorCustomerCustomer Service
รายละเอียดงาน / Description
Based in Malaysia, this role acts as a senior servicing expert handling intricate, sensitive, and high-priority inquiries from policyholders and insurance agents. The specialist provides functional guidance, coaching, and floor escalation support without regular direct line management. Key duties include managing service recovery, driving retention, and collaborating across operational departments to resolve complex issues.
หน้าที่ความรับผิดชอบ / Responsibilities
- Manage and resolve highly complex, sensitive, and high-impact policyholder and agent inquiries.
- Act as the primary escalation point for difficult cases requiring deep technical understanding and service recovery.
- Liaise with underwriting, claims, distribution, and compliance teams to remove resolution bottlenecks.
- Provide operational guidance, coaching, and real-time floor support to customer service team members.
- Promote customer retention, satisfaction, and self-service digital adoption across complex interactions.
- Review escalation trends, identify root causes, and propose continuous operational and workflow enhancements.
คุณสมบัติ / Qualifications
- Bachelor's degree in Business, Finance, Insurance, Management, or a related discipline preferred.
- Diploma holders with extensive and directly relevant industry experience will also be considered.
- Professional certification in customer service, contact center operations, or complaint management is an advantage.
- Proven experience handling advanced case resolutions within life insurance or financial services.
- Strong technical understanding of insurance products, servicing protocols, and regulatory guidelines.
ทักษะที่ต้องการ / Required skills
- Complaint Resolution
- Customer Service
- Insurance Servicing
- Service Recovery
- Stakeholder Management
- Case Management
ทักษะเพิ่มเติม / Nice to have
- Floor Coaching
- Process Improvement
- Contact Center Operations