Customer Service Representative- Mandarin Speaker

Chubb; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Chubb is seeking a Contact Center Associate to be the first touchpoint for customers via phone, chat, and email. You will resolve inquiries with empathy, apply policy knowledge, and use sound judgment to support customers.

You will multitask across channels, log interactions, and escalate when needed while maintaining confidentiality and compliance. Training is provided, with potential for growth in a busy insurance environment.

Qualifications

• Genuine passion for customer service and practical problem-solving.
• Strong common sense and ability to apply good judgment under pressure.
• Prior contact center or customer-facing experience preferred.
• Insurance knowledge is a plus; training provided.

Responsibilities

• Deliver high-quality, first-contact resolution across phone, chat, and email.
• Use active listening to understand the customer’s needs and resolve inquiries.
• Manage multiple inquiries across channels with accuracy and composure.
• Identify service pain points and provide frontline insights for improvement.
• Uphold service, compliance, and professionalism standards in every interaction.

Skills

Customer service

Problem solving

Multitasking

Communication

Empathy

Job description

As a Contact Center Associate, you represent the first touchpoint for our customers across phone, chat, and email. Your role is to resolve enquiries efficiently and empathetically, using a balance of product knowledge, script guidance, and common sense. You’re expected to think on your feet, apply sound judgment, and deliver consistently high service while identifying opportunities to improve how we support customers.

Key Responsibilities:

1.Deliver high-quality, first-contact resolution across phone, chat, and email

• Use active listening to fully understand the customer’s needs
• Apply both policy knowledge and personal judgment to resolve enquiries
• Communicate clearly and simply, avoiding jargon while retaining accuracy
• Ensure the customer leaves the interaction with confidence and clarity

2.Use common sense and practical thinking to tailor responses beyond the script

• Understand the intent behind customer queries and adapt accordingly
• Make judgment calls when templates or scripts don’t fit the situation
• Escalate only when necessary, taking ownership of resolution where possible
• Balance efficiency with empathy, always doing what makes sense for the customer

3.Manage multiple enquiries with accuracy and composure

• Handle concurrent interactions across multiple channels and systems
• Prioritize effectively while maintaining service standards
• Log interactions clearly and follow up promptly when needed

4.Identify service pain points and provide frontline insights for improvement

• Highlight patterns in enquiries, repeated issues, or unclear processes
• Share feedback that supports better scripts, tools, or self-service options
• Participate in team discussions on improving customer experience

5.Uphold service, compliance, and professionalism standards in every interaction

• Adhere to regulatory and internal guidelines
• Maintain customer confidentiality and data security
• Demonstrate reliability, respect, and a customer-first mindset

Qualifications:

• Genuine passion for customer service and practical problem-solving
• Strong common sense and ability to apply good judgment under pressure
• Prior contact center or customer-facing experience preferred
• Insurance knowledge is a plus; training provided
• Fluent in English and/or Mandarin, Cantonese, Bahasa
• Comfortable multitasking across systems, with high attention to detail
• Calm, empathetic, and able to resolve customer concerns independently