Customer Retention & Engagement Specialist

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

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.