Great Eastern→
Assistant Manager, Customer Care (GETB) at Great Eastern · Kuala…
Mid LevelOn-siteFull-timeKuala Lumpur, Kuala Lumpur, Malaysia
Skills
takafulinsurancecustomer experience program implementationcustomer serviceanalytical skillscommunicationrelationship buildingproactiveresult driventeam playerpeople-orientedcustomer-focused
Job Description
Job Summary
- Assist the supervisor in performing customer care functions, including nomination registration, ICM, email, inbound calls and front counter duties.
- Assist the supervisor in implementing the operations strategy to support the Company's goals.
- Support the supervisor and Head of Customer Service in achieving the operational and performance goals of the department.
Job Description
- Process Customer Care requests promptly and efficiently within the specified turnaround time.
- Ensure that tasks and cases assigned are processed in full compliance with the rules and regulations of Bank Negara Malaysia (BNM), Malaysia Takaful Association (MTA), Company guidelines, and the Takaful Act.
- Review the Standard Operating Procedure (SOP) and perform quality checks on the processes in the Customer Care Unit.
- Collaborate with Great Eastern Life Malaysia (GELM) Head Office and branches on all operational tasks address any arising issues.
- Assist the supervisor and Head of Customer Service in developing, tracking and managing the performance of Customer Care requests, and work on process improvement.
- Ensure that all reports are prepared and submitted within the specified time.
- Provide solutions to escalated cases from different channels, including email, ICM, inbound calls and front counter.
- Assist with over-the-counter service for walk-in customers and agents.
- Perform other ad-hoc tasks as assigned by the supervisor.
Job Specification
- Degree in any discipline. Possess other professional qualification(s) in Insurance or Takaful e.g. AMII, DMII and LOMA is an added advantage.
- Minimum 2 years of experience in Customer Service. Fresh graduates with exceptional communication skills can be considered.
- Strong customer service and analytical skills
- Strong communication and relationship building skills
- Proactive and result driven
- Good team player
- IT literate
- People-oriented and customer-focused
- Basic knowledge in Takaful and Insurance
- Basic knowledge in Takaful/ Insurance
- Basic knowledge in implementing Customer Experience program
- Basic knowledge in market and industry knowledge