Customer Experience & Complaint Resolution Specialist

Chubb; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

CHUBB Malaysia is seeking a Customer Experience - Complaint Management Executive to drive and manage customer communications, enquiries, and complaints across chat, social media, phone, and email. The role acts as a primary contact for complainants and stakeholders, ensuring timely and appropriate resolution.

You will lead end-to-end complaint management with teams from Contact Center, Customer Service, and Claims Support, while ensuring SLAs, KPIs, and regulatory requirements are met.

Qualifications

• Over 5 years of experience in financial or customer-centric technology industries.
• Experience in Customer Operations roles.

Responsibilities

• Directs activities to research best practices and establish metrics for complaint management.
• Investigate, respond to complaints, and ensure SLA/KPI adherence.
• Lead cross-functional complaint management with Contact Center, Quality Assurance, and Claims Support.
• Ensure compliance with regulatory requirements and reporting to authorities.

Skills

Complaint handling

Customer service

Communication skills

Cross-functional collaboration

Process improvement

Education

Degree or Diploma

AMII Certification

Job description

CHUBB Malaysia is seeking a Customer Experience - Complaint Management Executive to drive and manage customer communications, enquiries, and complaints across chat, social media, phone, and email. The role acts as a primary contact for complainants and stakeholders, ensuring timely and appropriate resolution.

You will lead end-to-end complaint management with teams from Contact Center, Customer Service, and Claims Support, while ensuring SLAs, KPIs, and regulatory requirements are met.