Customer Service Executive

Zurich 56 Company Ltd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading financial services firm in Kuala Lumpur is seeking a Customer Service Executive to supervise and support the Service Operations team. This role involves monitoring workflow, resolving complex customer inquiries, and advocating the organization's strategic goals. Ideal candidates will possess excellent customer service skills and the ability to lead a team. This opportunity offers career growth within a supportive environment.

Qualifications

• Experience in customer service operations.
• Ability to lead and motivate a team.
• Strong analytical and problem-solving skills.

Responsibilities

• Supervise team members’ daily activities.
• Assist in evaluating and monitoring workflow.
• Track team production progress towards goals.
• Support and advocate the organization’s strategy.
• Respond to customer inquiries and escalations.

Skills

Customer service skills

Team leadership

Problem-solving

Job description

Customer Service Executive

Evaluates, assigns and monitors the team’s activities to ensure work completion in order to improve work output. They resolve complex transactions, customer inquiries, policy or billing questions by being a subject matter expert. Responsible for the development of team members as well as implementing plans that improve the work environment and business result.

Job Accountabilities

• Supervises assigned team members’ daily activities.
• They assist management by evaluating, assigning, and monitoring workflow to ensure work completion and teamwork of the Service Operations team.
• They track the teams' production progress towards daily, weekly, and monthly goals and deadlines, and take pro-active steps, maintain thorough and current working knowledge of procedures, methods and regulatory requirements, and partner with other leaders to develop, pilot and execute improvements.
• They understand, support and advocate the organization’s overall strategy and communicate company strategies related to product, processes, policies and practices.
• They interact with and respond to customer inquiries or escalations, as requested, and model, promote and advocate Zurich’s core values.

You are the heart & soul of Zurich!

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step.

Let’s continue to grow together!