Insurance Renewal & CX Lead

ES PREMIUM HOLDINGS SDN. BHD.; Shah Alam; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading customer service company is looking for a Customer Service Lead to oversee their Central Customer Service function in Shah Alam, Malaysia. The role involves leading a team of CS Executives, managing performance KPIs, and ensuring excellent customer experience. Candidates should have 5–8 years of customer service experience, with a background in automotive or insurance preferred. This position offers an opportunity to make a significant impact on the insurance renewal process and drive revenue growth.

Qualifications

• 5–8 years of customer service / call center experience.
• 2–3 years in a lead / supervisor role.
• Experience in automotive, insurance, banking, or service industry preferred.

Responsibilities

• Lead, coach, and supervise CS Executives.
• Conduct daily huddles & weekly performance reviews.
• Ensure all calls and chats are logged in CRM.

Skills

Customer service / call center experience

Leadership

KPI management

Communication skills

Data analysis

Tools

CRM systems

WhatsApp Business API

Job description

A leading customer service company is looking for a Customer Service Lead to oversee their Central Customer Service function in Shah Alam, Malaysia. The role involves leading a team of CS Executives, managing performance KPIs, and ensuring excellent customer experience. Candidates should have 5–8 years of customer service experience, with a background in automotive or insurance preferred. This position offers an opportunity to make a significant impact on the insurance renewal process and drive revenue growth.