Call Centre Manager

Zurich Life Insurance Malaysia Berhad; Kuala Lumpur; Presencial; MYR 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Miscellaneous allowance

Monthly incentive

Free overseas convention

Descripción de la vacante

Zurich Life Insurance Malaysia Berhad is seeking a seasoned Contact Centre Manager to lead a high-velocity customer service team in Kuala Lumpur. You will drive service quality, performance metrics, and customer journey improvements across inbound inquiries, referrals, and claims coordination.

The role requires 5–8 years in contact centre operations, at least 3 years in people management within insurance or financial services, and strong leadership to foster a positive team culture.

Formación

• Bachelor’s degree in a related field is required.
• Minimum 5–8 years of experience in Contact Centre / Customer Service Operations, preferably in insurance or financial services.
• 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.

Responsabilidades

• Demonstrates an understanding of the customer’s needs and ensures they are met.
• Researches and responds to inquiries from customers and enters data into tracking system.
• Prepare referrals to prospective customers and coordinate with claims staff for insureds and others reporting claims.
• Contribute to achieving a positive team culture and working environment.
• Act within agreed authority levels to ensure fair treatment of customers and protect business stakeholders' interests.

Conocimientos

People leadership

Stakeholder management

Coaching

Customer service

Complaint handling

Regulatory compliance

Insurance product knowledge

Educación

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

Descripción del empleo

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.

Let’s continue to grow together!

• Schedule: Full Time

Zurich is one of the world's leading insurance group, and one of the few to operate on a truly global basis. Founded 140 years ago, today we employ over 60,000 dedicated employees and serve customers in over 170 countries around the world; with strong positions in North America and Europe, and growing positions in the Middle East, Latin America, and Asia-Pacific.

Founded in Switzerland in 1872, the Zurich Insurance Group ("Zurich") is one of the world’s leading insurance groups, and one of the few to operate on a truly global basis.

Zurich is one of the world's leading insurance group, and one of the few to operate on a truly global basis. Founded 140 years ago, today we employ over 60,000 dedicated employees and serve customers in over 170 countries around the world; with strong positions in North America and Europe, and growing positions in the Middle East, Latin America, and Asia-Pacific.

Founded in Switzerland in 1872, the Zurich Insurance Group ("Zurich") is one of the world’s leading insurance groups, and one of the few to operate on a truly global basis.

Perks and benefits

Miscellaneous allowance Monthly Incentive, Free Oversea Convention

What can I earn as a Contact Centre Manager