Customer Service Associate (Inbound)

AIA; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading insurance company in Kuala Lumpur is seeking a Customer Service Associate for a 1-year contract. This role involves managing inbound calls, emails, and live chats while ensuring high-quality service delivery. Candidates should possess a diploma or degree and relevant customer service experience. The company encourages fresh graduates to apply and offers a supportive environment focused on teamwork and customer satisfaction.

Qualifications

• Relevant customer service experience, preferably 1 year in call center.
• Ability to communicate clearly and professionally.
• Willingness to work flexible schedules and overtime.

Responsibilities

• Attend to inbound calls, emails, and live chats according to SOP.
• Liaise with other departments to resolve enquiries.
• Coordinate with management to meet service targets.

Skills

Customer service experience

Effective communication

Detail orientation

Team player mentality

Ability to manage customer complaints

Strong work ethic

Education

Diploma or bachelor's degree

Job description

Customer Service, Associate (Inbound) - 1 Year Contract

There are few different roles for this position. You will be either assigned to inbound call center, or other teams such as emails or live chats.

To attend to inbound calls/outbound calls/emails/live chats according to the Standard Operating Procedure in resolving and providing solution to customers enquiries/requests in more effective and efficient way, this includes back-end administration processing.

To liaise effectively with other members of Call Centre, other departments and business partners to resolve enquiries/requests, where applicable.

To coordinate closely with unit leaders/management in managing individual call time and volume (i.e., AUX, ACW and what deems appropriate) and act appropriately to achieve the service targets.

To participate in training so as to ensure continuous enhancement of skills and knowledge to deliver quality service.

To promote/cross-sell the company’s product and services pro-actively when opportunity arises.

Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and/or other requirements.

Education – Diploma or bachelor's degree holder in any discipline and/or non degree holders with strong related working experience.

Experience – Relevant experience, preferably at least one year in Customer Service / Call Centre.

Demonstrated experience in customer service.

Passion for excellence with respect to treating and caring for customers.

Highly developed sense of integrity and commitment to customer satisfaction.

Ability to communicate clearly and professionally, both verbally and in writing.

Possess a strong work ethic and team player mentality.

Ability to handle and manage customer complaints.

Has a pleasant, patient and friendly attitude.

Strong detail orientation and communication/listening skills.

Willingness to work a flexible schedule and occasional overtime when needed.

Fresh graduates are encouraged to apply.