Customer Service Specialist (KL Branch)

婵物捨; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in the insurance sector is looking for a customer service representative in Kuala Lumpur. The role involves handling customer queries, ensuring service standards, and generating sales leads. Candidates should possess strong communication skills, problem-solving abilities, and prior experience in customer service or insurance.

Qualifications

• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Ability to adapt to fast-paced environments.

Responsibilities

• Welcome customers and agents at the branch.
• Process queries and requests through various communication channels.
• Promote self-serve customer portal.

Skills

Communication

Analytical Skills

Problem Solving

Customer Engagement

Education

Experience in customer service or insurance

Job description

Act as a liaison, providing product/services information and resolving 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

1. Welcome customers and agents as they arrive at the branch.
2. Perform customer verification and due diligence when required.
3. Attend to and process queries/requests by customers and agents promptly through face-to-face, phone call, email, etc.
4. Engage in conservation when appropriate.
5. Administer the correct forms to customers and agents, advising on the correct process, procedures, and requirements.
6. Ensure all forms/documents are duly completed and signed prior to submission for processing.
7. Scan/upload all customer service-related documents in a timely manner.
8. Escalate unresolved queries/requests to the designated department/Head Office for further action immediately.
9. Promote the company self-serve customer portal, products, or service information to customers.
10. Engage customers and agents proactively, generate sales leads whenever possible.
11. Provide feedback or suggestions proactively for service improvement to superiors and management.
12. Undertake any other functions or assignments as instructed by superiors 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.

About the company

Zurich Insurance Group Ltd. is a Swiss insurance company, commonly known as Zurich, headquartered in Zürich, Switzerland.

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