Contact Centre Associate (junior executive)

Great Eastern; Kuala Lumpur; On-site; MYR 3,000 - 5,000; Full time

Job summary

Great Eastern Life Malaysia is seeking a dedicated Contact Centre Officer to provide prompt and efficient service to customers and agents across channels. You will handle policy inquiries with clarity, deliver quality service, and strive to meet service levels and individual targets in a fast-paced environment.

You will work closely with other teams, maintain up-to-date product knowledge, and participate in ongoing training to continuously improve skills and performance.

Qualifications

• Tertiary qualification preferably in Communication, Management, Business Administration or Insurance.
• Added advantage: ALMI, FLMI or Diploma in MII or part ACII, AMI.
• At least 2–3 years of working experience in a Life Insurance or financial industry and preferably with a Customer Service or Call Centre background.
• Key Competencies include strong communication skills, customer service focus, problem resolution, teamwork, accountability and basic PC knowledge.

Responsibilities

• Handle customers/agents enquiries regarding policy matters in a clear, accurate and timely manner for all channels.
• Deliver quality service to customers/agents and meet the minimum rating of the soft skill evaluation for all channels.
• Meet the individual targets for Contact Centre and ensure service levels are met.
• Liaise with other Contact Centre members and departments to resolve enquiries/requests, where applicable.
• Maintain product knowledge, procedures, guidelines and customer handling skills.
• Participate in training to continuously enhance skills and knowledge.

Skills

Communication

Customer service

Problem solving

Teamwork

Accountability

PC knowledge

Education

Tertiary qualification in Communication/Management/Business Administration/Insurance

ALMI/FLMI or Diploma in MII/ACII/AMI (advantage)

Job description

To provide prompt & efficient service to customers/agents via Contact Centre and ensure that the customers/agents expectations are being fulfilled.

• Handle customers/agents enquiries regarding policy matters in a clear, accurate and timely manner for all channels
• To deliver quality service to customers/agents and meet the minimum rating of the soft skill evaluation for all channels
• To meet the individual targets for Contact Centre and ensure that the service level are met.
• To liaise effectively with other members of the Contact Centre and other departments to resolve enquiries/requests, where applicable.
• Equipped and knowledgeable in all areas such as Product Knowledge, Procedures, Guidelines, Services and customer handling skills.
• Adherence to schedule on and occupancy in the Contact Centre.
• Competent and able to provide reference to new Contact Centre Officer through call buddying.
• To participate in training to ensure continuous enhancement of skills and knowledge to deliver quality service.
• To perform other responsibilities and duties periodically/any ad-hoc duties assigned by the supervisor to meet operational and/or other requirements.
• Takes accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
• Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company.
• Highlights any potential concerns/risks and proactively shares best risk management practices.

We are looking for people who

• Tertiary qualification preferably in Communication, Management, Business Administration or Insurance
• Added advantage: ALMI, FLMI or Diploma in MII or part ACII, AMI
• At least 2 - 3 years of working experience in a Life Insurance or financial industry and preferably with a Customer Service or Call Centre background.
• Key Competencies (Including but not limited to): Good communication skills (written & verbal), Strong Customer Service focus and attitude, Problem & Conflict Resolution skills, Team Work, Accountability and Basic PC knowledge.

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.

Location:

Great Eastern Malaysia, HQ

Entity:

Great Eastern Life Malaysia

Employment Type:

Permanent

Who we are

Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels - a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei.

The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of "AA-" by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia.

Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.