Service Desk Specialist

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

Job summary

A global insurance company is seeking a professional to provide high-quality services to agents, ensuring compliance with relevant regulations. Key duties include responding to enquiries, liaising with other departments, and providing accurate solutions to establish lasting relationships. Candidates should have at least 2 years of experience in general insurance or a call center environment, and a minimum qualification of SPM, with fluency in English and Bahasa necessary for effective communication.

Qualifications

• Knowledge in Microsoft Outlook and Word is essential.
• Fluency in English and Bahasa is required; Mandarin or Tamil is advantageous.
• Prior experience in general insurance or a call center is necessary.

Responsibilities

• Respond to enquiries from Agents through various communication channels.
• Liaise with departments to provide accurate advice and solutions.
• Follow through requests to ensure completion.
• Inform Agents of next actions and expected results during the first contact.
• Utilize necessary systems to achieve service standards.

Skills

Knowledge in usage of Microsoft Outlook

Knowledge in usage of Microsoft Word

Fluent in English and Bahasa

Ability to speak in Mandarin or Tamil

Result oriented

Execution focused

Adaptable

Initiative

Fairly independent

Education

Minimum SPM

Diploma or certifications relating to Insurance, Business, Marketing or Communications

Job description

Job Description

Key Objective

Deliver related services to agents within set standards and service level. Ensure compliance with prevailing Insurance Act 1996, Financial Services Act 2013, PIAM, Bank Negara guidelines and Chubb policies and procedures.

Major duties and responsibilities

• Respond to relevant requests and enquiries from Agents through all communication channels (telephone, video calls/conference, email, mail, facsimile etc.) in a professional and prompt manner at first instance.
• Liaise with other departments and units as necessary to enable accurate advice and solutions as part of the requests or enquiries coming through from Agents.
• Ensure requests and enquiries are followed through to desired completion.
• Eliminate call backs by ensuring Agents are properly informed of next actions and expected results at first contact.
• Utilize necessary systems and all available references in day‑to‑day work to achieve standards and service level set.

Qualifications

• Knowledge in usage of Microsoft Outlook, Microsoft Word and Web Conferencing.
• Fluent in English & Bahasa communication (written and spoken). Ability to speak in Mandarin or Tamil is an advantage.
• Result oriented, execution focused, adaptable, has initiative and fairly independent.

Experience

• At least 2 years’ experience in general insurance, financial industry related or call centre environment.
• Dealt with inter‑department and multiple stakeholders as part of work.

Additional Qualifications

• Minimum SPM.
• Diploma or certifications relating to Insurance, Business, Marketing or Communications preferred.

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