Customer Engagement (Retention), Executive

Tokio Marine Life Insurance; Kuala Lumpur; On-site; MYR 24,000 - 30,000; Full time

Job summary

Tokio Marine Life Insurance in Kuala Lumpur is seeking a Customer Service Executive to manage outbound calls and retention activities, ensuring compliance with regulatory and corporate requirements.

You will meet service targets, handle customer inquiries, follow up retention actions, and support inter-department improvements and Kaizen projects as directed.

A Bachelor's degree and at least 1 year in a related role are required; fluent in English and Bahasa Malaysia with third language a plus.

Qualifications

• Bachelor's degree or higher in any field.
• At least 1 year of related work experience.
• Proficient in English and Bahasa Malaysia; third language is a plus.
• Experience in customer service or insurance industry preferred.

Responsibilities

• Handle outbound calls for retention, including Conservation, Welcome calls, and policy replacements.
• Meet service targets by maintaining SLA-driven performance.
• Elevate retention efforts and follow up on customer inquiries and requests.
• Maintain consistency and quality in call handling and correspondence.
• Support inter-department teams to identify service gaps for improvements.
• Participate in Kaizen projects and other management-assigned tasks.
• Undertake ad-hoc projects as assigned.
• Perform other duties as requested.

Skills

Customer service

Communication

English language

Bahasa Malaysia

Multilingual (third language)

Education

Bachelor's degree or higher

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

The incumbent is responsible to deliver an efficient and effective outbound calls requested by the company and prepare analysis gap reporting on the outcome of the respective outbound call findings.

Key Responsibilities:

To handle customer retention unit activities, i.e. Conservation, Welcome Call, Replacement of Policy etc, prudently and in accordance to all regulatory and corporate requirements.

To meet service targets by achieving both service and productivity level by ensuring retention unit activities are attended within the stipulated SLA.

To elevate and follow-up retention activities; attend customer's inquiries and requests tactfully with close monitoring and follow up.

To ensure consistency and quality in call and correspondence handling as a successful team's service delivery.

Support Inter-Department in identifying service or process gap for service improvement.

Support and participate in Kaizen Projects.

Undertake ad-hoc projects allocated by Management.

Other ad-hoc duties that may be assigned or request from time to time.

Requirements:

Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field.

At least 1 year(s) of working experience in the related field is required for this position.

Proficient in English & Bahasa Malaysia. Able to speak a third language will be added advantage.

Preferably Executives specializing in Customer Service or equivalent from insurance companies