Customer Care Executive Contact Center

AIG

Kuala Lumpur
Permanent
Full-time

29 days ago

Job Description

Provide exceptional customer service via multiple service channels including but not limited to telephone, emails, faxes, social media channels and other available service channels in the future and contribute towards improving Service Survey Net Promoter Score (NPS)

Drive first contact resolution by focusing on resolving customer's inquiries during the first interaction
Understand, research, identify and resolve customer’s complaint and proactively perform service recovery by understanding customers’ needs and requirements
Proactive in discovering and voicing out opportunity for service and process improvement and actively participate in the process improvement activities
Ensure retention of customers by discouraging cancellation and propose a solution that will suit customer's need
Document all customer’s contact and interaction information according to standard operating procedures
Recognize, document, and alert the management team of abnormal trends detected in customer’s calls and contacts
Follow up on customer calls where necessary to ensure full resolution
Must demonstrate high degree of integrity and confidentiality. Always maintain confidentiality of customer information at all time and adhere to all compliance guidelines, policies and regulations
Accountable for meeting individual (KPIs) and team goals
Drive self-learning and development by taking part in training and other learning opportunities to expand knowledge, skill and experience
Proactively upsell or cross sell products and services by understanding and recognizing customer’s needs
To provide cross functional collaboration work to ensure smooth daily operation within the department
Other duties as assigned which may include job rotation, short term attachment, tasks and projects

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.Enjoy benefits that take care of what mattersAt AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.Reimagining insurance to make a bigger difference to the worldAmerican International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.Welcome to a culture of inclusionWe’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to .Functional Area: OP - OperationsAIG Malaysia Insurance Berhad

AIG

Apply Now