Executive – Customer Service (Head Office, KL)

Lonpac Insurance Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

An established industry player is seeking a dedicated Executive for Customer Service to join their Head Office in Kuala Lumpur. This role is pivotal in ensuring customer satisfaction through effective communication and problem resolution. You will manage inquiries, assist with policy issuance, and collaborate with various departments to enhance service quality. The ideal candidate will possess a strong customer focus, excellent organizational skills, and a commitment to service excellence. Join a company recognized for its financial stability and be part of a team that values ethics and performance.

Qualifications

• 2-3 years of experience in customer service, preferably in general insurance.
• Experience with towing and breakdown assistance inquiries is highly desirable.

Responsibilities

• Attend to customer calls and manage walk-in customers professionally.
• Handle inquiries via email, website, and social media platforms.

Skills

Customer Service

Complaint Resolution

Communication Skills

Multi-tasking

Attention to Detail

Team Collaboration

Education

Degree in a related field

Job description

Executive – Customer Service (Head Office, KL)

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Attend to customer and intermediary calls, resolving queries and addressing concerns professionally and promptly.

Manage walk-in customers, providing assistance and support as needed.

Respond to emails from customers, ensuring timely and accurate communication.

Handle inquiries received through the company website and social media platforms.

Ensure all digital communications are handled efficiently and in line with company standards.

Manage and resolve customer complaints professionally, collaborating with relevant departments or stakeholders as needed.

Document all complaints and resolutions for future reference and quality improvement.

Prepare and submit regular reports on complaint trends and resolutions to the Board of Directors, senior management, and relevant regulatory bodies.

Assist in issuing new policies and policy renewals.

Perform basic underwriting tasks.

Participate in projects as assigned by the Head of Department or management.

Maintain accurate records of customer interactions and transactions.

Ensure compliance with data protection and privacy policies.

Identify opportunities to improve customer service processes and suggest enhancements.

Participate in training and development programs to enhance skills and knowledge.

Job Requirements:

• Degree in a related field.
• Minimum 2-3 years of experience in customer service, especially handling inquiries and complaints, preferably in the general insurance industry.
• Experience handling inquiries and complaints related to towing and breakdown assistance is highly desirable.
• Ability to remain calm and professional when dealing with irate or distressed customers.
• Customer-focused with a strong commitment to service excellence.
• Strong work ethic and attention to detail.
• Ability to multi-task, prioritize, and manage time effectively.
• Good team player, collaborating with claims and underwriting departments to resolve issues.
• Strong organizational and time-management skills.
• Willing to work on weekends, holidays, or during peak seasons as required.

Attractive remuneration packages commensurate with qualifications and experience will be offered to successful candidates. Interested candidates should submit their resume, including contact details, relevant certificates, and a recent photograph, either online or to:

Human Resource Department

Group Human Resource

LONPAC INSURANCE BHD

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Lonpac Insurance Bhd, a wholly owned subsidiary of LPI Capital Bhd, has been incorporated in Malaysia since 1994.

The company's financial stability and reliability are recognized in the industry and reaffirmed by international insurance rating agencies.

With a presence in 21 locations nationwide and in Singapore, Lonpac employs over 800 staff members.

We are committed to cultivating a workforce of excellence and uphold these values:

• Creating Value
• Excellent Business Performance
• Ethics
• Generosity
• Caring