Regional Contact Centre Associate — Multi-Touchpoint

Great Eastern; Kuala Lumpur; On-site; MYR 42,000 - 66,000; Full time

Job summary

Great Eastern is seeking a proactive Contact Centre Associate (Regional) in Kuala Lumpur. You will handle regional enquiries via phone and live chat, delivering accurate information on insurance products, policy details, and billing while ensuring first-touch resolution and proper CRM updates.

You will maintain compliance with MAS guidelines, PDPA, and BNM, and participate in ad-hoc initiatives as needed. Strong English and Mandarin skills are advantageous.

Qualifications

• Minimum 3 years’ experience in a servicing environment (Contact Centre or front‑end servicing).
• Solid understanding of insurance products, servicing processes, and regulatory expectations (MAS Guidelines, PDPA, BNM).
• English proficiency strong; Mandarin is an added advantage.
• Malaysia/Singapore insurance certifications such as BCP, PGI, HI, CMFAS or equivalent.

Responsibilities

• Attend to regional enquiries and requests from phone calls/live chats in a professional, efficient, accurate, empathetic and prompt manner.
• Provide accurate information on insurance products, policy details, billing, claims, and other customer enquiries.
• Resolve policyholders’/financial representatives’ issues at first-touch resolution with good closure.
• Update complete and accurate information on policyholders’ interaction in the CRM system.
• Ensure effective and timely follow-up to policyholders/financial representatives.
• Assess appeals and put up recommendations to Managers/Head of Department.
• Be accountable for business and regulatory compliance risks and mitigate them.
• Maintain awareness of regulatory compliance, industry trends, and threats.

Skills

Interpersonal skills

Communication skills

Conflict resolution

Problem solving

Attention to detail

Education

Degree in a relevant field

Diploma with relevant experience

Tools

CRM systems

Call monitoring tools

Microsoft Office

AI-enabled tools

Job description

Great Eastern is seeking a proactive Contact Centre Associate (Regional) in Kuala Lumpur. You will handle regional enquiries via phone and live chat, delivering accurate information on insurance products, policy details, and billing while ensuring first-touch resolution and proper CRM updates.

You will maintain compliance with MAS guidelines, PDPA, and BNM, and participate in ad-hoc initiatives as needed. Strong English and Mandarin skills are advantageous.