Senior Customer Service Officer

Toggle Sdn Bhd; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A reputable organization in the insurance and financial services industry is seeking a Senior Customer Service Officer to lead a team and enhance service operations. The ideal candidate will have extensive customer service experience and strong leadership skills, ensuring high-quality service delivery. This role offers opportunities for career advancement and includes medical benefits.

Benefits

Opportunities for leadership development

Medical and insurance benefits

Supportive team environment

Qualifications

• Minimum 2-3 years of customer service experience.
• At least 1 year in a supervisory or leadership role.

Responsibilities

• Lead and supervise daily activities of the customer service team.
• Act as the escalation point for complex customer inquiries.
• Provide coaching and mentoring to junior officers.

Skills

Leadership

Communication

Problem-Solving

Education

Diploma or Degree in Business Administration

Diploma or Degree in Insurance

Tools

Microsoft Office

CRM platforms

Job description

At Toggle Sdn. Bhd., we are a reputable and growing organization in the insurance and financial services industry, dedicated to providing exceptional customer experience and high service standards. As we expand, we are seeking a Senior Customer Service Officer with strong leadership capabilities and industry experience to join our team and play a key role in elevating our service operations.

Position Summary:

The Senior Customer Service Officer will oversee and support day-to-day customer service operations, provide guidance to team members, and ensure the delivery of high-quality service to clients. The ideal candidate will bring extensive customer service experience, at least one year in a team lead or supervisory role, and solid knowledge of the insurance industry.

Key Responsibilities:

1. Lead and supervise daily activities of the customer service team to ensure efficiency and service excellence.
2. Act as the escalation point for complex customer inquiries or complaints and resolve them effectively.
3. Provide coaching, mentoring, and performance feedback to junior officers.
4. Ensure adherence to company policies, service standards, and compliance requirements.
5. Maintain up-to-date knowledge of insurance products, policies, and regulatory requirements.
6. Work closely with internal departments to streamline service processes and improve client satisfaction.
7. Assist in reporting, monitoring KPIs, and suggesting improvements in customer service delivery.

Requirements:

1. Diploma or Degree in Business Administration, Insurance, or a related field.
2. Minimum 2-3 years of customer service experience, with at least 1 year in a supervisory or leadership role.
3. Prior experience in the insurance industry is strongly preferred.
4. Excellent leadership, communication, and conflict-resolution skills.
5. Strong analytical and problem-solving abilities.
6. Proficient in Microsoft Office and customer service software/CRM platforms.

What We Offer:

1. Opportunities for leadership development and career advancement
2. Medical and insurance benefits
3. Supportive team environment

Additional Information:

Interested candidates can assess how their skills match this role and prepare relevant application details. Please note that the job ad includes questions about your right to work in Malaysia, expected salary, and qualifications. Also, include any relevant details if reporting this job ad as fraudulent, misleading, or discriminatory.