Customer Service Executive

Zurich Insurance Malaysia Berhad; Ipoh; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading insurance provider in Malaysia seeks a customer service representative to welcome clients, handle inquiries, and promote services. The ideal candidate possesses strong communication and analytical skills, with prior experience in customer service or insurance preferred. Responsibilities include assisting customers and agents, managing documentation, and providing feedback for service improvement. This role supports a fast-paced environment and offers opportunities to engage in sales leads and enhance the customer experience.

Qualifications

• Previous experience in customer service or insurance is a plus.
• Ability to convey information clearly and empathetically.
• Strong analytical and problem-solving skills.

Responsibilities

• Welcome customers and agents at the branch.
• Process queries/requests promptly through various channels.
• Administer correct forms and advise on processes.

Skills

Customer service experience

Excellent communication skills

Analytical skills

Job description

Key Tasks & Accountabilities

• Welcome customers and agents as they arrive at the branch.
• Perform customer verification and due diligence when required.
• Attend and process queries/requests by customers and agents promptly through face‑to‑face, phone call, email etc.
• Perform conservation as and when appropriate.
• Administer the correct forms to customers and agents and advise the correct process, procedures and requirements.
• Check to ensure all forms/documents are duly completed and signed prior to submission for processing.
• Scan/upload all customer service‑related documents in a timely manner.
• Escalate unresolved queries/requests to the designated department/Head Office for further action immediately.
• Act as ambassador/promoter for the company self‑serve customer portal, products or service information to customers.
• Take the extra mile to engage customers and agents, generate sales leads whenever possible.
• Contribute feedback/suggestion proactively for improvement to superiors and management on any service gap detected.
• Undertake any other functions or assignments as instructed by superior and management.

Qualifications

• Previous experience in customer service, insurance, or a related field is a plus.
• Excellent verbal and written communication skills, with the ability to convey information clearly and empathetically.
• Strong analytical and problem‑solving skills, with the ability to think critically and make sound decisions.
• A friendly and approachable demeanor, with the ability to build rapport with customers and team members.
• Ability to handle a fast‑paced environment and adapt to changing customer needs and priorities.