Customer Experience Ambassador (ANZ)

EPS Malaysia; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading claims management company in Malaysia is seeking a professional to manage customer communications and claims adjudication. The role requires a Bachelor's degree and experience in customer service, especially in insurance. You will provide efficient support to customers from Australia and New Zealand, ensuring their inquiries are resolved accurately. Candidates should possess strong customer focus and proficiency in case management systems.

Qualifications

• Bachelor’s degree in any field is preferred.
• Experience in insurance or customer service environment is essential.
• Knowledge in electrical/IT appliances is an advantage.

Responsibilities

• Manage communications through various platforms.
• Make decisions on claims based on terms and conditions.
• Provide updates and resolutions in a timely manner.
• Assist and mentor new team members.
• Support customers in Australia and New Zealand time zones.

Skills

Customer focus

PC proficiency

Claims adjudication experience

Education

Bachelor’s degree in any field

Tools

Case management systems

Job description

Responsibilities

• Managing incoming and outgoing communications via all supported platforms
• Making informed decisions on claims based on terms and conditions and service expectations
• Providing timely updates, resolutions, and clear communication on next steps
• Following up on outstanding documents or information without delay
• Registering all case information accurately in systems
• Escalating issues outside authority limits with clear reasoning
• Delivering exceptional support and guidance to customers, ensuring their inquiries are resolved efficiently and accurately, while also assisting and mentoring new team members to help them adapt and succeed in their roles
• Working closely with internal teams and external partners to facilitate issue resolution and enhance overall customer satisfaction
• Supporting Australia and New Zealand time zone

Required Qualifications & Experience

• Bachelor’s degree in any field (preferred)
• Experience in claims adjudication, insurance, customer service or contact centre environment
• Knowledge in electrical/IT appliances and Extended Warranty claims is an advantage
• Strong customer focus and ability to deliver satisfying outcomes
• PC proficiency and ability to work with case management systems
• Experience handling Australia and/or New Zealand customers, claims, or service expectations is highly preferred