Service Experience Agent

Jobgether; Remote; MYR 50,000 - 70,000; Full time

Job summary

A partner company is looking for a Service Experience Advocate to ensure a smooth service experience for customers. In this remote role, you will manage the complete lifecycle of service files, coordinate with various teams, and maintain high-quality service levels. The ideal candidate will have a strong background in service management, superior customer service skills, and the ability to lead project management efforts. This role offers flexibility and aims to enhance operational excellence and customer satisfaction.

Benefits

Flexible remote working environment

Health and wellness benefits

Competitive salary and performance-based incentives

Qualifications

• Minimum of 5 years' experience in service management.
• Mastery of service lines and lifecycle processes needed.
• Strong project management and leadership skills required.

Responsibilities

• Serve as the main point of contact for policyholders and contractors.
• Monitor SLAs and prevent delays proactively.
• Coordinate activities among Admin and technical teams.

Skills

Service management

Stakeholder management

Project management

Customer service

Analytical skills

Communication skills

Education

Bachelor's degree or equivalent

Tools

Microsoft Office Suite

Job description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Service Experience Advocate - REMOTE. In this role, you will own the complete lifecycle of property files, ensuring a smooth and unified service experience for our customers. Acting as the primary contact, you will coordinate project management efforts and ensure service quality from initiation through completion. This position is crucial for ensuring operational excellence and enhancing customer satisfaction by proactively managing service commitments. You will lead collaboration among various stakeholders, ensuring timely and effective communication throughout the process. A strong focus on empathy and excellent service delivery is essential in this role.

Accountabilities

• Serve as the main point of contact for policyholders, contractors, and carrier partners
• Monitor service-level agreements (SLAs) and proactively intervene to prevent delays
• Coordinate activities among Admin, Specialist, and technical teams
• Conduct regular follow-ups and status updates with all stakeholders
• Anticipate workflow bottlenecks and implement corrective actions
• Maintain accurate, real-time updates in the service management system
• Lead welcome/introduction calls and closure communications
• Deliver an exceptional customer experience through empathy, clarity, and urgency
• Handle high-visibility or sensitive cases involving VIPs or legal considerations
• Own end-to-end outcomes of complex service files
• Support SLA performance and proactively resolve bottlenecks
• Lead follow-ups, updates, and customer communications
• Mentor peers and assist in training new team members
• Adhere to strict confidentiality requirements

Requirements

• Bachelor's degree or equivalent combination of education and experience
• Minimum of 5 years' experience in service management
• Mastery of service lines and lifecycle processes
• Certifications: Cotality Claims Level I Certified and Xact Level 1 Certified
• Familiarity with Quality Assurance (QA) and Estimate Writing processes
• Understanding of Water, Roofing, Reconstruction, and Windows workflows
• High emotional intelligence and stakeholder management skills
• Exemplary customer service skills with a White-Glove service mindset
• Strong project management and leadership skills
• Excellent verbal and written communication skills
• Strong organizational and time management abilities
• Analytical skills to interpret data and identify trends or risks
• Ability to problem-solve under pressure and manage multiple priorities
• Flexible availability and willingness to work during high-volume periods
• Proficiency in Microsoft Office Suites and basic computer skills
• Reliable high-speed internet connection required for remote work

Benefits

• Flexible remote working environment
• Opportunity for personal and professional growth
• Collaborative and supportive team culture
• Access to ongoing training and mentorship programs
• Health and wellness benefits
• Competitive salary and performance-based incentives
• Opportunities to engage with community initiatives
• Work-life balance and flexible scheduling

Why Apply Through Jobgether?

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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