Customer Service Executive (Ipoh Branch)

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

Job summary

A leading insurance provider in Ipoh is looking for a Customer Service Executive to ensure excellent service standards and maintain high customer satisfaction. You will engage with customers and agents, handle their requests, and provide accurate information about product offerings. Excellent verbal and written communication skills, alongside problem-solving abilities, are vital. Previous experience in customer service or insurance is preferred. This role requires navigating a fast-paced environment while building rapport with clients.

Qualifications

• Previous experience in customer service, insurance, or a related field.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Friendly and approachable demeanor.
• Ability to handle a fast-paced environment.

Responsibilities

• Welcome customers and agents as they arrive at the branch.
• Attend and process queries/requests promptly.
• Manage customer verification and due diligence.
• Engage customers and generate sales leads.
• Provide feedback for service improvement.

Skills

Customer service experience

Communication skills

Analytical skills

Problem-solving skills

Interpersonal skills

Adaptability

Job description

Customer Service Executive (Ipoh Branch)

Act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency. The target is to ensure excellent service standards and maintain high customer satisfaction for both Conventional and Takaful insurance services.

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 are 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 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.