Customer Service jobs in Malaysia

This role is responsible for managing the performance of the Minor Alteration, Payment Services, and Suspense Management functions, including Alteration of Personal Information, Maturity Payouts, Benefit Payouts, Suspense Refunds, and related activities. The position involves supervising, coordinating, and guiding the team to support Customer Service operations and facilitate enhancement implementations, ensuring alignment with company policies, regulatory requirements, statutory obligations and Shariah compliance.

• Manages the operations and service delivery, resources and capacity planning, of Certificate Servicing (CES) for Minor Alteration and Suspense Management.
• Ensures team deliver and achieve all the Service Level and Quality targets according to Department/Company stipulated KPIs, e.g., Customer Satisfaction Score (CSAT), Quality Check (QC) Results, and so on.
• Approves and authorizes transactions within the given timelines and authority limit.
• Handles complex issues or matters arising from incidents and/or complaints.
• Participant initiatives and activities to improve Customer/Agents Experience and achieve operational efficiency, this includes active participation in functional process streamlining, e.g., CS eForm & e-Workflow implementation, to support company's business strategy plan & business objectives.
• Reviews and looking at continuous improvement of existing work procedures.
• Prepares regular & ad hoc reports, performs analytics and provides insights to help organisation make data-driven decisions, optimise processes, and improve overall performance.
• Responsible for initiating and managing payment requisitions for departmental expenses.
• Handles e-Invoice submission for payout transaction related to Certificate Servicing.
• Takes accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
• Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company.
• Highlights any potential concerns /risks and proactively shares best risk management practices.

• A basic degree with at least 5 years of working experience in life insurance/Takaful environment, possess in-depth knowledge of the different insurance products (and their functionalities / technicalities) and operational processes.
• Great leadership and supervisory skills.
• Data/information gathering, analysis and management skills.
• Communication, public relation and interpersonal skills.
• Decision making, analytical and problem-solving skills.
• Proactive, sense of ownership and urgency.
• Champion and embody our Core Values in everyday tasks and interactions.
• Demonstrate high level of integrity and accountability.
• Take initiative to drive improvements and embrace change.
• Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.
• Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively.