Customer Service Specialist (KL Branch)

Zurich 56 Company Ltd; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

A leading company in the insurance sector is seeking a dedicated professional to enhance customer service and build strong relationships with clients. The role involves addressing service issues, analyzing customer needs, and contributing to process improvements. Ideal candidates will possess strong communication and analytical skills, thrive in a fast-paced environment, and demonstrate a commitment to corporate values.

Qualifications

• Experience in customer service or insurance is advantageous.
• Strong analytical and problem-solving skills.

Responsibilities

• Collaborates with teams to address service issues and customer needs.
• Communicates industry trends and insights to customers and brokers.

Skills

Communication

Analytical Skills

Problem-Solving

Empathy

Job description

Key Accountabilities

• Collaborates with teams across the organization and serves as an advocate for our customers’ service needs, coordinating with the appropriate business partner.
• Addresses service issues and questions, including but not limited to finance and billing, risk engineering, managed care, and claims.
• Communicates industry trends, risk insights, and jurisdictional updates to customers and brokers, overcoming servicing objections and obstacles.
• Researches the service needs of prospective and current clients and builds long-term relationships with customers and brokers.
• Analyzes key themes from data sources to identify lessons learned from change initiatives to improve organizational approaches.
• Contributes to the development of processes and policies to enhance change project implementation, acts as a subject matter expert, and provides technical guidance to resolve complex customer cases.

Performance Management Accountabilities

• Demonstrates commitment to corporate values.
• Participates actively in the performance management cycle.
• Supports colleagues and takes actions to improve performance.
• Manages personal development proactively.

Qualifications

• Experience in customer service, insurance, or related fields is advantageous.
• Excellent communication skills, both verbal and written, with empathy.
• Strong analytical and problem-solving skills, with critical thinking abilities.
• Friendly and approachable demeanor, capable of building rapport.
• Ability to thrive in a fast-paced environment and adapt to changing needs.