Assistant Manager, Customer & Agent Service Centre

Great Eastern; Klang City; On-site; MYR 45,000 - 60,000; Full time

Job summary

A leading insurance company in Klang City is seeking an experienced Assistant Manager for the Customer & Agent Service Centre. The role is essential for delivering exceptional customer service and includes responsibilities like managing enquiries, ensuring compliance, and processing claims. Candidates should have a relevant degree and 1-2 years of experience in customer service or life underwriting. Good communication skills are essential, along with the ability to handle multiple tasks effectively.

Qualifications

• Minimum 1-2 years working experience in Customer Service or Life Underwriting.
• Good interpersonal and leadership skills.
• Ability to converse in other languages is an added advantage.

Responsibilities

• Provide one stop referral point for New Business Underwriting and Customer Service.
• Attend to enquiries of customers and agents.
• Ensure compliance with Branch Operational Guide.
• Monitor claims approved by Head Office.

Skills

Customer Service

Leadership

Interpersonal skills

Written and verbal communication

Education

Recognised degree in Management, Insurance, Business Studies, Administration or equivalent

Job description

Discover the GREAT in your career.

As a LIFE company, our customers are at the heart of all that we do. Being one of Asia’s leading insurer for over a century, we have built a long‑lasting legacy of trust with our customers over many generations. At the foundation of this trust is Integrity, Initiative, and Involvement – from the way we treat every customer relationship with honesty and transparency, to our proactive approach of delivering the best possible solutions in both life and general insurance.

Integrity, Initiative, and Involvement is what guides us. It is what makes us do the right thing, take the lead, and choose ‘we’ over ‘me’. Our mission is to make life great for our customers because we understand what matters most to them, and we know how to help them protect it.

As a purpose‑driven organisation committed to providing the best service and support to our policyholders, we are seeking an experienced insurance professional to join our team as Assistant Manager, Customer & Agent Service Centre in our Klang Branch (Selangor). In this people‑centric role, you will be fronting both agents and policyholders and provide a one‑stop service solution that is in line with the organisation’s vision and mission towards delivering exceptional customer service.

The Role:

• Provide one stop referral point for New Business Underwriting, Customer Service, Life & Health Claims
• Attend to enquiries of customers and agents and ensure expectations are being fulfilled
• Ensure compliance with Branch Operational Guide
• Meet deadline and service turnaround time set
• Understand new products, procedures and guidelines to be able to explain to customers
• Attend to enquiries and complaints and follow through for effective resolution
• Monitor claims approved by Head Office
• Process data‑entry; prepare endorsements and check reports in an accurate and a timely manner
• Ensure timely despatch of reports and correspondence
• Assist and relief Executive whenever the need arises
• Liaise with customer service officer or personnel from Head Office for clarifications and/or any requirements
• Liaise with hospitals/clinics for medical reports required for claims
• Conserve policies through client retention efforts
• To be relief in Agency Service Centre, Finance and Customer Service Centre whenever needs arises
• Other responsibilities entailed

Great Eastern Malaysia is committed to Equal Employment Opportunity, and all qualified applicants shall receive a fair and equal consideration for employment.

The Person:

• Possess a recognised degree in any discipline, preferably in Management, Insurance, Business Studies, Administration or related fields, or ACS, ACII, AMII, AII or equivalent
• Has minimum 1-2 years working experience, preferably in Customer Service or Life Underwriting
• Good written and verbal skills (English)
• Ability to converse in other languages is an added advantage
• Good interpersonal and leadership skills

Entity: Great Eastern Life Malaysia

Employment Type: Permanent