Customer Service Executive

Job Summary

Act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency. The target is to ensure excellent service standards and maintain high customer satisfaction for both Conventional and Takaful insurance services.

Key Tasks & Accountabilities

• Welcome customers and agents as they arrive at the branch.

• Perform customer verification and due diligence when required.

• Attend and process queries/ requests by customers and agents promptly through face-to-face, phone call, email etc.

• Perform conservation as and when are appropriate.

• Administer the correct forms to customers and agents and advise the correct process, procedures and requirements.

• Check to ensure all forms/ documents are duly completed and signed prior to submission for processing.

• Scan/ upload all customer service-related documents in timely manner.

• Escalate unresolved queries/ requests to the designated department/ Head Office for further action immediately.

• Act as ambassador/ promoter for the company self-serve customer portal, products or service information to customers.

• Take the extra mile to engage customers and agents, generate sales leads whenever possible.

• Contribute feedback / suggestion proactively for improvement to superiors and management on any service gap detected.

• Undertake any other functions or assignments as instructed by superior and management.  

Qualifications

• Minimum bachelor’s degree 

• Previous experience in customer service, insurance, or a related field is a plus.

• Excellent verbal and written communication skills, with the ability to convey information clearly and empathetically.

• Strong analytical and problem-solving skills, with the ability to think critically and make sound decisions.

• A friendly and approachable demeanor, with the ability to build rapport with customers and team members.

• Ability to handle a fast-paced environment and adapt to changing customer needs and priorities.

Location : Pusat Perdagangan Canning II, 30350 Ipoh, Perak.