Associate, Regional Contact Centre (Multiple Contact Touchpoint)

Great Eastern; Kampung Malaysia Tambahan; On-site; MYR 36,000 - 60,000; Full time

Job summary

Great Eastern in Malaysia is seeking a Contact Centre Associate (Regional) to be the frontline representative, delivering prompt, professional, and accurate responses to customer inquiries across the region. You will handle calls and live chats, provide product and policy information, and aim for first-touch resolution with solid CRM updates.

The role requires a minimum degree, 3 years in servicing, and strong communication; Mandarin is a plus, with a focus on regulatory compliance and risk

Qualifications

• Minimum degree qualification in a relevant field.
• Diploma holders with strong and relevant experience may be considered.
• Minimum 3 years’ experience in a servicing environment (Contact Centre or front-end servicing).
• Strong knowledge of insurance products, servicing processes, and regulatory expectations (MAS Guidelines, PDPA, BNM).
• Excellent command of English; Mandarin is an added advantage.

Responsibilities

• Attend regional enquiries from phone calls and live chats in a professional and prompt manner.
• Provide accurate information on insurance products, policy details, billing, claims and other inquiries.
• Resolve issues at first touch with good closure.
• Update policyholder information in the CRM system.
• Ensure effective and timely follow-up with policyholders and financial representatives.
• Assist with appeals and recommendations to Managers/Head of Department.
• Be accountable for regulatory compliance risks and mitigation.
• Maintain awareness of regulatory trends and emerging threats.
• Support ad-hoc initiatives or projects as delegated by management.

Skills

Communication skills

Problem-solving

Interpersonal skills

Teamwork

Adaptability

Overtime flexibility

Education

Bachelor's degree or higher

Diploma with strong experience considered

Tools

CRM systems

Microsoft Office

AI-enabled tools

Servicing platforms

Call monitoring tools

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 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.
• 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

• Minimum Degree qualification in a relevant field.
• Diploma holders with strong and relevant experience may be considered.
• Minimum 3 years’ experience in a servicing environment (Contact Centre or front‑end servicing), preferably in the Life Insurance industry.
• Solid understanding of insurance products, servicing processes, and regulatory expectations (MAS Guidelines, PDPA, BNM) preferred.
• Preferably possess Malaysia and Singapore insurance certifications such as BCP, PGI, HI, CMFAS or equivalent insurance knowledge.
• Strong interpersonal, communication, conflict resolution, and problem‑solving skills.
• Excellent command of spoken and written English; Mandarin proficiency is an added advantage.
• Proficiency in Contact Centre and customer servicing tools including CRM systems, servicing platforms, call monitoring tools, Microsoft Office, and AI‑enabled tools.
• Ability to perform in a fast‑paced, high‑volume, and dynamic servicing environment.
• Demonstrates strong teamwork, resilience and adaptability including additional or overtime duties during operational exigencies when required.

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.