Call Centre Manager

Zurich Insurance Group; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Zurich is seeking a Call Centre Manager in Kuala Lumpur, Malaysia. Lead the Customer Contact Centre operations to deliver excellent customer service, handle inquiries and complaints, and meet service level targets.

Drive team performance, efficiency, customer satisfaction, and regulatory compliance within the insurance business. Ideal candidates have 5–8 years in contact centre operations, at least 3 years in people management, and strong knowledge of insurance products and claims processes.

Qualifications

• Minimum 5-8 years of experience in Contact Centre / Customer Service Operations, preferably within the insurance or financial services industry.
• At least 3 years of people management experience leading a customer service or call centre team.
• Strong understanding of insurance products, policy servicing, claims processes, and customer journey.
• Experience managing customer complaints and regulatory-related service requirements.
• Strong leadership, stakeholder management, and coaching skills.

Responsibilities

• Demonstrates an understanding of the customer’s needs and ensures they are met.
• Research and respond to telephone and electronic inquiries from customers, and enter inquiry data into tracking system.
• Prepare referrals to prospective customers, and locate claims office staff for insureds and other parties calling to report claims.
• Contribute to achieving a positive team culture and working environment.
• Act within agreed authority levels to ensure fair treatment of customers and to protect business stakeholders' interests.

Skills

People management

Customer service

Leadership

Education

Bachelor's degree in business administration/insurance/customer service

Job description

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Call Centre Manager

137541

Job Summary

Lead and manage the Customer Contact Centre operations to ensure delivery of excellent customer service, efficient handling of enquiries and complaints, and achievement of service level targets. The role is responsible for driving team performance, operational efficiency, customer satisfaction, and regulatory compliance within the insurance business.

Job Accountabilities - Key Accountabilities

• Demonstrates an understanding of the customer’s needs and ensures they are met.
• Research and respond to telephone and electronic inquiries from customers, and enter inquiry data into tracking system.
• Prepare referrals to prospective customers, and locate claims office staff for insureds and other parties calling to report claims.
• Contribute to achieving a positive team culture and working environment.
• Act within agreed authority levels to ensure fair treatment of customers and to protect business stakeholders' interests.

Job Qualifications

Bachelor's Degree in Business Administration, Insurance, Customer Service, or related field.

Minimum 5-8 years of experience in Contact Centre / Customer Service Operations, preferably within the insurance or financial services industry.

At least 3 years of people management experience leading a customer service or call centre team.

Strong understanding of insurance products, policy servicing, claims processes, and customer journey.Experience managing customer complaints and regulatory-related service requirements.

Strong leadership, stakeholder management, and coaching skills.

You are the heart & soul of Zurich!

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step.