Customer Contact, Analyst (1 Year Contract) - MDRT Live Chat
AIA
Kuala Lumpur
Permanent
Full-time
18 days ago
Position Objective: Manage the day-to-day live chat operations on a real time basis. This position is a first point of contact for MDRT Life Planner, Personal Assistant and/or Agency Admin Staff. Best serve and ensure goals are met and that the level of service delivered is meeting the Standard Operation Procedure and Quality Standard. Both elements contribute to overall customer satisfaction and customer loyalty. Uphold teamwork among team members and maintain a conducive and harmonious working environment. Roles and Responsibilities: Act as first point of contact for MDRT Live Chat platform. Identify needs and offer help. Communicate directly with MDRT Life Planner, Personal Assistant and/or Agency Admin. Respond to chat enquiries in a timely and accurate manner following Standard Operation Procedure and Quality Standard. Multitask on live chat, handle more than one chat conversation at once while maintaining a fluid and friendly conversation. Work with relevant processing team to resolve enquiry in timely manner. Identify feedback and escalate to Supervisor for advocates. Support other channels in Customer Contact as requested Minimum Job Requirements: Education - Diploma, Degree holder in any discipline and/or non-degree holders with strong related working experience. Experience - Over 3 years relevant experience, preferably in Customer Service / Non-Face to Face/ Call Centre/ Policy Owner Processing Certifications/licenses - LOMA & CEILI is an added advantage
