Executive, Customer Experience (CX)

Executive, Customer Experience (CX)

We are seeking motivated and customer-focused incumbent to provide excellent customer experience, focusing on resolving customers’ queries at the first point of contact by ensuring customers receive prompt and courteous service.

The key responsibilities include, but are not limited to:

To provide excellent customer service through various channels, calls, emails, WhatsApp, customer portal, social media and chatbot, focusing on resolving customers’ queries at the first point of contact by ensuring timely responses and resolution.

Attending to customer enquiries with problem-solving abilities regardless of agent/client/internal/external, including branches in relation to company’s General Insurance products (both Motor and Non-Motor) including claims related matters.

Adheres to all policies and guidelines and/or policies and is adaptive nature to change of guidelines according to circumstances from time to time.

Flexible in adapting to changes and adhoc task that might be assigned or requested from time to time.

Proactiveness in identifying improvement opportunities in day-to-day task to ensure simplified processes.



Job Requirement:

Degree or Professional Qualifications in Business Administration, Customer Service, Insurance, or a related field.

Relevant work experience with a minimum of 2 years of experience in General Insurance and/or with Claims or Customer Experience/Customer Service background.

Fresh graduates with internship experience in general insurance who are passionate in customer experience are encouraged to apply.

Excellent verbal and written communication skills English and Bahasa Melayu.

Prompt and confident in speaking with customers in English, Bahasa Melayu and Mandarin/Tamil.
Knowing other dialects will be an advantage.

Passionate in providing excellent customer service to customer.

Customer satisfaction through an attentive attitude and problem-solving capabilities.

High adaptability with stress tolerance towards demanding customers, or complaint handling or workload.

Team player and willingness to learn.

Proficiency in Microsoft Office Suite and CRM systems.