Associate - Contact Centre

The Great Eastern Life Assurance Company Limited; Kuala Lumpur; On-site; MYR 40,000 - 67,000; Full time

Job summary

The Great Eastern Life Assurance Company Limited is seeking a Customer Centre Associate (Regional) to serve as the frontline contact for policyholders and financial representatives.

You will handle calls and live chats, provide accurate information on insurance products, and resolve issues with first-touch resolution while updating the CRM system. Mandarin-speaking capability is preferred, and strong communication skills are essential.

Qualifications

• Diploma/Degree qualification required; prior experience in customer service is an advantage.
• Excellent verbal and written communication skills.
• Mandarin speaking capability preferred to communicate with Mandarin-speaking clients.
• Strong listening and problem-solving abilities.
• Ability to handle high call volumes and multitask under pressure.
• Customer-focused with empathy and a positive attitude.
• Proficient in basic computer applications and CRM systems.
• High integrity and accountability; proactive and adaptable.

Responsibilities

• Attend to regional enquiries via phone and live chat in a professional, efficient, accurate, empathetic and prompt manner.
• Provide accurate information on insurance products, policy details, billing, claims, and other customer inquiries.
• Resolve issues at first-touch with good closure and update CRM with interactions.
• Follow up timely with policyholders and financial representatives.
• Assist with ad-hoc initiatives/projects as directed by Managers/Head of Department.
• Maintain awareness of regulatory compliance and mitigate associated risks.
• Meet individual and team performance metrics (e.g., call quality, response time, customer satisfaction).

Skills

Customer service

Communication

Multitasking

Problem solving

Education

Diploma or degree in relevant field

Tools

CRM systems

Job description

The Contact Centre Associate (Regional) is the frontline representative of Great Eastern, responsible for delivering prompt, professional, and accurate responses to customer enquiries. This includes attending to phone enquiries from our policyholders and financial representatives, and live chats from our financial representatives. This role plays a critical part in maintaining service excellence, customer satisfaction and supporting policyholders throughout their insurance journey.

Attend to regional enquiries and requests from phone calls/ live chats in a professional, efficient, accurate, empathetic and prompt manner.

Provide accurate information on insurance products, policy details, billing, claims, and other customer enquiries.

Resolve policyholders’/ financial representatives’ issues at first-touch resolution and with good closure.

Update complete and accurate information on policyholders’ interaction in the Customer Relationship Management (CRM) system.

Ensure effective and timely follow-up to our policyholders/ financial representatives.

Assess appeals and put up recommendation to Managers/ Head of Department.

Meet individual and team performance metrics (e.g. call quality, response time, customer satisfaction)

Perform additional or overtime duties during operational exigencies when required.

Be accountable in considering business and regulatory compliance risks and take appropriate steps to mitigate the risks.

Maintain awareness of industry trends on regulatory compliance, emerging threats and appropriate steps to mitigate the risks.

Highlight any potential concerns/ risks and proactively shares best risk management practices.

Assist with ad-hoc initiatives/ projects as and when delegated by Managers/ Head of Department.

We are looking for people who

Possess Diploma/ Degree qualifications, preferably with relevant experience. Candidates without prior experience but have a passion in Customer Service may also apply.

Has excellent verbal and written communication skills, with mandarin speaking capabilities preferred to effectively communicate with Mandarin-speaking clients.

Has strong listening and problem-solving skills.

Has the ability to handle high call volumes and multitask under pressure.

Is customer-focused with a positive and empathetic attitude.

Is proficient in basic computer applications and CRM systems.

Has high level of integrity, takes accountability of work and possesses a good working attitude.

Takes initiative to improve current state of things and is adaptable.

How you succeed

Champion and embody our Core Values in everyday tasks and interactions.

Demonstrate high level of integrity and accountability.

Take initiative to drive improvements and embrace change.

Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.

Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively.

Who we are

Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels – a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei.

The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of "AA-" by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia.

Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.