Associate, Customer & Agent Service Centre, Johor Bahru

Great Eastern; Johor Bahru; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading insurance company in Johor Bahru is seeking a dedicated Customer Service Associate to join its Customer & Agent Service Centre. The role involves attending to enquiries from agents and policyholders, ensuring compliance with operational procedures, and actively engaging in claims processing. The ideal candidate possesses a recognized degree and has 1-2 years of relevant experience in customer service or Life Underwriting. Excellent communication skills, especially in English, are essential, along with proficiency in Microsoft Office.

Qualifications

• Minimum 1-2 years working experience in customer service or Life Underwriting.
• Excellent written and verbal skills in English.
• Ability to converse in other languages is advantageous.

Responsibilities

• Attend to enquiries of customers and agents.
• Ensure compliance with Branch Operational Guide.
• Monitor claims approved by Head Office.
• Process data-entry and prepare endorsements.
• Liaise with hospitals/clinics for medical reports.

Skills

Customer service skills

Verbal and written communication

Interpersonal skills

Microsoft Office proficiency

Education

Recognised degree in any discipline

Job description

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 a dedicated Customer Service Associate to join our team in our Customer & Agent Service Centre in Johor Bahru Branch (Johor). 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:

• 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
• Any other ad‑hoc assignments

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
• Excellent written and verbal skills (English)
• Able to converse in other languages will be an added advantage
• Proficient in Microsoft Office
• Strong collaboration and interpersonal skills

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