Customer Service Associate (Ipoh)

GREAT EASTERN; Ipoh; On-site; MYR 24,000 - 36,000; Full time

Job summary

An established industry player is seeking a Customer Service Associate to join their dynamic team in Ipoh. This role is pivotal in delivering exceptional service to customers and agents, ensuring compliance with operational standards while promoting the adoption of digital solutions. With a focus on integrity and teamwork, the ideal candidate will thrive in a collaborative environment, enhancing customer experiences and managing inquiries efficiently. If you're ready to take the next step in your career with a company dedicated to making life great for its customers, this opportunity is perfect for you.

Qualifications

• Tertiary qualification in Management, Insurance, or related field is preferred.
• 1-2 years of customer service experience is required.

Responsibilities

• Provide administrative support for customer and agent service operations.
• Promote excellent service experience and ensure compliance with policies.
• Handle feedback and complaints effectively.

Skills

Communication Skills

Customer Service Skills

Relationship-Building Skills

Initiative

Adaptability

Education

Tertiary qualification in Management or related field

Tools

Microsoft Office

Job description

Discover the GREAT in your career.

As a LIFE company, our customers are at the heart of all that we do. Being one of Asia’s leading insurers for over a century, we have built a long-lasting legacy of trust with our customers over many generations. At the foundation of this trust is Integrity, Initiative, and Involvement – from the way we treat every customer relationship with honesty and transparency, to our proactive approach of delivering the best possible solutions in both life and general insurance.

Integrity, Initiative, and Involvement is what guides us. It is what makes us do the right thing, take the lead, and choose ‘we’ over ‘me’. Our mission is to make life great for our customers because we understand what matters most to them, and we know how to help them protect it.

If you are looking to grow in an exciting career filled with opportunities and potential, we are seeking an ideal candidate to join our team as a Customer Service Associate with our GELM Operations-Ipoh team.

Job Purpose

To provide one-stop value-added service to customers and agents in line with the organisation’s direction towards unconventional servicing.

The Job

• Administrative and operation of Customer and/or Agent Service Section, attending to New Business, Customer Service, Life & Health Claims enquiries and requests timely and accurately.
• To promote excellent service experience by providing effective and prompt updates for cases referred.
• To increase Company’s “e-Platform” adoption rate that is in line with the organization’s direction towards digitalization.
• Ensure service provided to field personnel and customers meets the standard established for the section and branch.
• Ensure compliance with Branch Operational Guide, Organization’s Policies and Guidelines.
• Attend to feedback and complaints and follow through for effective solutions.
• Meeting deadlines and service turnaround time set.
• Liaison with Customer Service Officers at HO or other branches for clarifications and/or any requirements.
• Handle ad hoc tasks as and when assigned by supervisors or management.
• Takes accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
• Maintains awareness of industry trends on regulatory compliance, emerging threats, and technologies in order to understand the risk and better safeguard the company.
• Highlights any potential concerns/risks and proactively shares best risk management practices.

Our Requirements

• Tertiary qualification in any discipline recognised by the Minister of Higher Education of Malaysia, preferably in Management, Insurance, Business Studies, Administration or related field or ACS, ACII, AMII, AII or equivalent.
• Minimum 1-2 years working experience, preferably in customer service experience.
• Has great communication and customer service skills.
• Collaborative and positive relationship-building skills.
• Proficient in Microsoft Office and tech-savvy.
• Possesses cross-functional knowledge i.e. Life Insurance, General Insurance, Policies, Procedures, and Processes.
• High level of integrity, takes accountability for work and good attitude towards teamwork.
• Takes initiative to improve the current state of things and adaptable to embrace new changes.

Location: Great Eastern Malaysia, Ipoh Branch

Entity: Great Eastern Life Malaysia

Employment Type: Permanent