Advisor I, Customer Service – Insurance Project

CNX; Kuala Lumpur; On-site; MYR 32,000 - 52,000; Full time

Job summary

CNX is seeking an Advisor I, Customer Service – Insurance Project in Kuala Lumpur, Malaysia. The role interfaces with customers via calls or the internet, delivering service and resolving routine problems related to client products or services.

Essential duties include meeting KPIs, clarifying requirements, building rapport, and handling inquiries while maintaining accuracy and professional communication. Occasional shift rotation and country-specific requirements may apply.

Qualifications

• High school diploma with three to six months of relevant experience preferred.
• Courteous with strong customer service orientation.
• Strong computer navigation skills and PC knowledge.
• Ability to effectively communicate, both written and verbally.
• Dependable with strong attention to detail.
• Skilled in multi-tasking; ability to be flexible and adapt to changes quickly.
• Tolerance for repetitive work in a fast-paced, high production work environment.
• Ability to work as a team member, as well as independently.
• Demonstrate patience in all customer contact situations; maintain a pleasant and professional tone.
• Ability to rotate shifts, as needed.
• Based on location and/or program, additional experience/skills may be required.
• Job requirements may vary by country and will not contravene any local laws.

Responsibilities

• Interface with customers via inbound/outbound calls or internet per client requirements.
• Provide customer service support and resolve routine problems.
• Meet contractual KPIs for service delivery.
• Clarify requirements; probe for understanding and use resources to resolve issues.
• Listen attentively and build rapport with customers.
• Greet customers professionally and courteously.
• Maintain basic knowledge of client products/services.
• Prepare complete, accurate work and annotate accounts.
• Participate in activities to improve customer satisfaction and business performance.
• Offer additional products and/or services.
• Track, document and retrieve information in call tracking database.
• Respond to inquiries using published materials or refer to senior staff.

Skills

Customer service

Communication

Empathy

Multi-tasking

Attention to detail

Teamwork

Problem solving

Education

High school diploma

Job description

Job Title:

Advisor I, Customer Service – Insurance Project

Job Description

The Advisor I, Customer Service position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client’s product or services.

Essential Functions/Core Responsibilities

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Candidate Profile

• High school diploma with three to six months of relevant experience preferred
• Courteous with strong customer service orientation
• Strong computer navigation skills and PC Knowledge
• Ability to effectively communicate, both written and verbally
• Dependable with strong attention to detail
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
• Tolerance for repetitive work in a fast-paced, high production work environment
• Ability to work as a team member, as well as independently
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
• Ability to rotate shifts, as needed
• Based on location and/or program, additional experience/skills may be required
• *Job requirements may vary by country and will not contravene any local laws

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.

Supplemental Geographical Information

GERMANY - This job description does not apply to employees in Germany.

UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION

PHILIPPINES

• Minimum of two years of college education. No prior call center experience is required
• Ability to think clearly and can explain simple issues effectively, both written and verbally

INDIA

• Ability to effectively communicate, both written and verbally
• Listen attentively to customer needs and concerns; demonstrate empathy
• Clarify customer requirements; probe for and confirm understanding of requirements or problem
• Confirm customer understanding of the solution and provide additional customer education as needed
• Ability to learn including strong problem solving skills
• Demonstrate strong probing and problem solving skills
• Should be able to handle complex queries
• Should be able to resolve customer queries independently

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location:

MYS Kuala Lumpur Sentral - NU Tower 2 - Level 9 &10

Language Requirements:

Time Type:

Full time