Service Delivery Specialist

Manpower Malaysia; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading Malaysian recruitment agency is seeking a Service Delivery Specialist in Kuala Lumpur. The role focuses on ensuring operational excellence by managing complex insurance tasks, onboarding new client requests, and analyzing data. Candidates should hold a bachelor’s degree and possess strong English and Mandarin communication skills. A one-year training program in China is included, with dormitory benefits. Fresh graduates are encouraged to apply.

Benefits

One-year training program in China

Dormitory benefits

Qualifications

• Bachelor’s degree holder.
• Proficient in Microsoft Office (Excel, Word, PowerPoint).
• Strong English communication skills (written and verbal) + Mandarin.
• Fresh graduates are welcome to apply.

Responsibilities

• Independently understand client needs and perform complex insurance tasks.
• Analyze the reasons behind client requests and provide suggestions.
• Assist with client management and facilitate calls.

Skills

Microsoft Office (Excel, Word, PowerPoint)

English (written and verbal)

Mandarin

Education

Bachelor’s degree

Job description

Service Delivery Specialist (Customer service)

Location: Kuala Lumpur

Industry: Insurance/BPO

Salary: RM 5,000/month

Working Hours: 9 AM – 6 PM (Monday – Friday)

Role Overview:

You will ensure operational excellence and strengthen client partnerships by handling complex insurance tasks, onboarding new client requests, and managing end-to-end processes. You’ll also analyze data, generate reports, and contribute to process improvements.

Responsibilities

Processing

• Independently understand client needs, operate client systems and perform complex insurance tasks without supervision to meet quality, quantity and time deadlines;
• Handle client’s new requests or changes, analyze the reasons behind these requirements or changes and provide clear thoughts and suggestions to assist Customer Service Representatives (CSR) in making informed decisions and next steps.
• Follow Information Security policies/guidelines, as well as the client’s security requirements, policies, and practices and information security requirements.

Customer Experience

• Deeply identify and understand client needs and propose reasonable solutions.
• Assist with client management.
• Facilitate part of the con-call.
• Analyze the data, generate and present the report to client.

Internal Operations

• Assist with new task/office/program on-boarding.
• Update workflow and get client approval independently;

Key Requirements

• Bachelor’s degree holder.
• Proficient in Microsoft Office (Excel, Word, PowerPoint)
• Strong English communication skills (written and verbal) + Mandarin
• Fresh graduates are welcome to apply

Additional Note

This role includes a one-year training program in China with dormitory benefits provided.