Advisor I, Customer Service – Insurance Project

Concentrix CVG Malaysia Sdn. Bhd.; Kuala Lumpur; On-site; MYR 33,000 - 50,000; Full time

Job summary

Concentrix CVG Malaysia Sdn. Bhd. is seeking an Advisor I, Customer Service for an Insurance Project to handle inbound/outbound calls and online inquiries, resolving routine issues and meeting KPIs.

The role emphasizes empathy, clear communication, and accurate documentation while offering opportunities to upsell services. Location: Kuala Lumpur, Malaysia. The team collaborates to deliver high-quality customer service in a fast-paced environment, with potential shift rotations and a focus on

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 communicate clearly, both written and verbally.
• Detail-oriented and dependable with ability to multitask.
• Flexible to rotating shifts and fast-paced environment.
• Ability to work both independently and as part of a team.
• Patience in all customer interactions.

Responsibilities

• Handle inbound and outbound calls and online inquiries to resolve routine issues.
• Ensure service delivery meets contractual KPIs.
• Clarify customer requirements and provide appropriate resolutions.
• Greet customers professionally and maintain empathy.
• Maintain knowledge of client products and services.
• Document interactions accurately in the tracking system.
• Identify opportunities to offer additional products or services.
• Collaborate with senior staff for complex queries.

Skills

Customer service

Clear communication

PC navigation

Team player

Attention to detail

Multi-tasking

Education

High school diploma

Tools

Call tracking database

Job description

Job Title: Advisor I, Customer Service – Insurance Project

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

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

Career Framework Role

There is 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.

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

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well‑known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human‑centered, tech‑powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world’s best brands solve their toughest business challenges. Whether it’s…… designing game‑changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end‑to‑end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand‑defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Company Overview

Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.