Executive, Contact Centre Policyholder & Agent Specialist (Ipoh)
Prudential · Perak
Full-timeonsitemidCustomerInsuranceContact CentreCustomer ServicePolicy ServicingIpoh
รายละเอียดงาน / Description
Based in Malaysia, this position provides exceptional support to policyholders and insurance agents across multiple communication channels including phone, email, and live chat. You will manage customer inquiries, resolve complaints, and assist with policy servicing needs in alignment with service benchmarks. The role also encourages the adoption of digital self-service solutions while collaborating with internal departments to maintain high customer satisfaction.
หน้าที่ความรับผิดชอบ / Responsibilities
- Manage incoming and outgoing interactions across various channels like phone, chat, email, and walk-ins
- Address inquiries concerning insurance products, benefits, underwriting, and policy servicing requests
- Resolve routine to complex policyholder complaints and coordinate with internal teams for case resolution
- Maintain ownership of assigned customer cases until complete resolution and follow up diligently
- Promote digital self-service tools and record accurate interaction details in internal systems
- Identify potential customer retention issues and execute appropriate service recovery measures
คุณสมบัติ / Qualifications
- Diploma or Bachelor's Degree in any discipline
- At least 2 to 4 years of contact centre or customer service experience, ideally in financial services or insurance
- Demonstrated experience handling inquiries, complaints, and cross-channel interactions
- Working knowledge of contact centre processes and insurance product servicing
- Strong verbal and written communication abilities in English and Bahasa Malaysia
- Fluency in Mandarin or other Chinese dialects is advantageous
ทักษะที่ต้องการ / Required skills
- Customer Service
- Contact Centre Operations
- Complaint Handling
- Case Management
- Insurance Knowledge
- English
- Bahasa Malaysia
- Problem Solving
- Communication Skills
ทักษะเพิ่มเติม / Nice to have
- Mandarin
- Customer Retention
- Claims Knowledge
- Underwriting Knowledge
- Live Chat Support