Customer Experience & Complaint Resolution Specialist

Chubb Life Fund; Malaysia; On-site; MYR 42,000 - 68,000; Full time

Job summary

CHUBB Malaysia seeks a Customer Experience – Complaint Management Executive to support customer communications, enquiries, and complaints across chat, social media, phone and email.

The role directs research into best practices, metrics and end-to-end handling of complaints, coordinating with internal teams to resolve issues, and ensuring timely responses and adherence to regulatory requirements.

Qualifications

• Excellent complaint resolution skills and high level of patience when dealing with disgruntled customers via multiple channels.
• Strong communication skills are vital and you should be comfortable in a fast-paced environment.
• Lead complaint management with teams across Contact Center, Customer Service, QA, Claims Support and collaborate cross-functionally.

Responsibilities

• Direct activities to research best practices, establish metrics and collect data for the end-to-end complaint process.
• Investigate, propose actions, and respond to complaints while ensuring SLA and KPI adherence.
• Monitor and escalate gaps in service and address them proactively.
• Manage initiatives to implement recommendations from investigations to improve handling.
• Support service counter activities during off-peak hours to assist customers and agents.
• Ensure positive customer experience at every contact and accurate recording of complaints across stages.

Skills

Complaint resolution

Patience

Communication skills

Cross-functional collaboration

Job description

CHUBB Malaysia seeks a Customer Experience – Complaint Management Executive to support customer communications, enquiries, and complaints across chat, social media, phone and email.

The role directs research into best practices, metrics and end-to-end handling of complaints, coordinating with internal teams to resolve issues, and ensuring timely responses and adherence to regulatory requirements.