Call Centre Agent Executive

Takaful Malaysia; Kuala Lumpur; Hybrid; MYR 28,000 - 50,000; Full time

Job summary

Takaful Malaysia in Kuala Lumpur is seeking a Call Centre Agent Executive to handle customer inquiries on policies, claims, and payments, ensuring accurate information and quality service. You will guide customers through applications, renewals, endorsements, and cancellations, and maintain CRM records while meeting SLAs and data protection standards.

Fluency in Bahasa Malaysia and English is required. The role emphasizes accurate data entry, customer care, and opportunities for cross-selling

Qualifications

• Diploma or bachelor's degree in Business Administration, Communications, or related fields.
• Minimum 1–3 years in customer service or call centre.
• Experience in takaful, insurance, or banking is preferred.

Responsibilities

• Answer incoming calls and respond to customer inquiries regarding Takaful policies, claims, and payments.
• Provide accurate information on policy benefits, coverage, and renewal processes.
• Guide customers on the claims submission process and status updates.
• Resolve complaints professionally and record feedback for improvements.
• Update customer data and service requests in the CRM accurately.
• Identify cross-selling opportunities and promote relevant Takaful products.
• Ensure compliance with BNM regulations and company policies; participate in QA.

Skills

Customer service

Communication skills

Bahasa Malaysia

English

CRM systems

Call centre software

Microsoft Office

Education

Business Administration (Diploma/Bachelor)

Communications (Diploma/Bachelor)

Customer Service (Diploma/Bachelor)

Tools

CRM systems

Call centre software

Microsoft Office

Job description

## Call Centre Agent ExecutiveApply: Menara Takaful Head Quarters: Full time: Posted 3 Days Ago: End Date: October 31, 2026 (25 days left to apply): JR1000051Together, We Shape a Better Future.Job Description1. Customer Service & Call HandlingAnswer incoming calls and respond to customer inquiries regarding Takaful policies, claims, and payments.Provide accurate and up-to-date information on policy benefits, coverage, and renewal processes.Handle customer complaints, disputes, and service requests professionally.Guide customers on the claims submission process, required documentation, and claim status updates.Ensure adherence to service-level agreements (SLAs) and quality standards.2. Policy & Claims AssistanceAssist policyholders with policy applications, renewals, endorsements, and cancellations.Verify customer details and provide guidance on policy modifications, contribution payments, and coverage inquiries.Coordinate with the claims department to provide accurate updates on claims processing and approvals.Escalate unresolved claims issues, policy disputes, and urgent customer concerns to the appropriate departments.3. Complaint Resolution & Customer RetentionAddress customer complaints and dissatisfaction professionally, ensuring a positive resolution.Offer alternative solutions and provide clear explanations to reduce policy cancellations and disputes.Record and track customer complaints, feedback, and service issues to identify improvement areas.Follow up with customers to ensure issues are resolved and satisfaction levels are maintained.4. Data Entry & DocumentationAccurately update customer information, policy records, and service requests in the CRM system.Maintain detailed records of interactions, customer feedback, and resolution details.Ensure compliance with data protection policies and confidentiality regulations when handling sensitive customer information.5. Sales & Cross-Selling Opportunities (if applicable)Identify potential cross-selling or upselling opportunities by understanding customer needs.Promote relevant Takaful products, riders, and additional services that align with customer requirements.Assist in customer onboarding and first-time policy purchases, ensuring a smooth experience.6. Compliance & Call Quality AssuranceEnsure all interactions comply with Bank Negara Malaysia (BNM) regulations, company policies, and customer service guidelines.Follow established scripts and service protocols to ensure consistency in customer interactions.Participate in call quality monitoring, coaching sessions, and training programs to enhance service skills.Maintain a high standard of professionalism, empathy, and problem-solving abilities.7. Reporting & Performance TrackingTrack and report on call volumes, response times, and customer satisfaction levels.Provide feedback and recommendations for service improvement and process enhancements.Assist in preparing monthly reports on customer interactions, complaints resolution, and key performance indicators (KPIs).Key Qualifications & SkillsEducation: Diploma or Bachelor’s degree in Business Administration, Communications, Customer Service, or related fields.Experience: Minimum 1-3 years in customer service, call centre operations, or financial services, preferably in Takaful, insurance, or banking.Customer Service & Communication Skills:Strong verbal and written communication skills in Bahasa Malaysia and English.Ability to handle difficult customers, service escalations, and high call volumes.Product Knowledge & Technical Skills:Familiarity with Takaful products, policy terms, and claims procedures is an advantage.Proficiency in using CRM systems, call centre software, and Microsoft Office applications.Problem-Solving & Service Excellence:Strong listening, analytical, and problem-solving skills to address customer concerns efficiently.Ability to work under pressure, meet service targets, and maintain high-quality customer interactions.Regulatory Compliance & Ethics:Understanding of BNM guidelines, AML/CFT regulations, and data protection laws related to customer service.