Call Center Executive

APPSHILL CONSULTING SDN. BHD.; Kuala Lumpur; On-site; MYR 33,000 - 47,000; Full time

Job summary

APPSHILL CONSULTING SDN. BHD. in Kuala Lumpur seeks bilingual customer service professionals fluent in Japanese and English to support Japanese-speaking clients via voice and email across multiple insurance lines.

You will assist customers with understanding coverage, process inquiries, and ensure accurate data handling while meeting KPIs such as CSAT and first-call resolution, in a compliant, privacy-conscious environment.

Qualifications

• Fluent in Japanese and English (spoken and written).
• Experience in handling customer inquiries via voice and email.

Responsibilities

• Handle inbound and outbound customer interactions via voice and email about insurance policies, claims, billing, and inquiries.
• Assist customers in understanding coverage, benefits, and policy details across health, life, auto, and property lines.
• Process and submit customer inquiries using internal systems and established workflows.
• Escalate complex or sensitive cases to the appropriate team promptly.
• Maintain accurate records of interactions and resolutions; meet KPIs like CSAT and FCR.
• Stay updated on insurance products and regulatory requirements.
• Collaborate with team leads and QA to improve service delivery.

Skills

Japanese language

English language

Job description

Proficient in Japanese and English (spoken and written). We are seeking candidates fluent in Japanese to effectively communicate with Japanese-speaking clients.

Handle inbound and outbound customer interactions via voice calls and email regarding insurance policies, claims, billing, and general inquiries

Assist customers in understanding their insurance coverage, benefits, and policy details across various insurance lines (health, life, auto, property, etc.)

Process and submit customer inquiries accurately using internal systems and established workflows

Ensure all interactions and data handling comply with HIPAA privacy, security, and transaction standards

Guide customers through the process of submitting inquiries, claims requests, and documentation in a clear and professional manner

Escalate complex or sensitive cases to the appropriate team or supervisor in a timely manner

Maintain accurate and complete records of customer interactions, transactions, and resolutions

Meet or exceed defined KPIs including quality scores, handle time, customer satisfaction (CSAT), and first-call resolution (FCR)

Collaborate with team leads and quality assurance teams to continuously improve service delivery

Stay updated on insurance products, compliance regulations, and internal process changes