Customer Care & Process Improvement Specialist

AIA Hong Kong; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading financial services company in Kuala Lumpur is seeking a skilled professional in process and complaints management. The role requires strong communication skills, relevant work experience in insurance or banking, and a commitment to customer satisfaction. This position involves establishing procedures, handling complaints, and leading initiatives to enhance service quality. If you're passionate about delivering exceptional customer experiences, we'd love to hear from you.

Qualifications

• Minimum of 3 years of relevant work experience in insurance or banking industry.
• Ability to engage internal and external stakeholders effectively.
• High integrity and ability to manage complaints under tight deadlines.

Responsibilities

• Establish and maintain Standard Operating Procedures for complaint handling.
• Lead departmental initiatives for complaint reduction and service quality improvement.
• Conduct root cause analysis and present trends to HOD.

Skills

Excellent verbal and written communication skills

Proficient in Microsoft Office and CRM systems

Strong analytical and decision-making skills

Commitment to customer satisfaction

Education

Degree in a related field

Tools

Microsoft Office

CRM systems

Job description

A leading financial services company in Kuala Lumpur is seeking a skilled professional in process and complaints management. The role requires strong communication skills, relevant work experience in insurance or banking, and a commitment to customer satisfaction. This position involves establishing procedures, handling complaints, and leading initiatives to enhance service quality. If you're passionate about delivering exceptional customer experiences, we'd love to hear from you.