Customer Care Executive (Front Counter)

Customer Care Executive (Front Counter)

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions.

General Insurance

General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers.

About the role

What you need to know:

Job Description

1. Provide exceptional customer service via multiple service channels including but not limited to front counter, telephone, emails, faxes and other available service channels in the future and contribute towards improving Service Survey Net Promoter Score (NPS).
2. Drive first contact resolution by focusing on resolving customer’s and agent’s inquiries and service request submissions during the first interaction.
3. Verify and check that all premium collections are accounted for and the end of day balancing is completed and correct.
4. Understand, research, identify and resolve customer’s complaint and proactively perform service recovery by understanding customers’ needs and requirements.
5. Ensure the smooth running of daily operation at front counter and assist with branch office administrative matters and agency support.
6. Provide inter-branch and cross functional collaboration work to ensure smooth daily operation within the department.
7. Proactive in discovering and voicing out opportunity for service and process improvement and actively participate in the process improvement activities.
8. Ensure retention of customers by discouraging cancellation and propose a solution that will suit customer's need.
9. Document all customer’s contact and interaction information according to standard operating procedures.
10. Recognize, document, and alert the management team of abnormal trends detected in customer’s calls and contacts.
11. Attend to operational issues by working with all relevant internal and external parties until full resolution.
12. 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.
13. Accountable for meeting individual (KPIs) and team goals.
14. Drive self-learning and development by taking part in training and other learning opportunities to expand knowledge, skill and experience.
15. Proactively upsell or cross sell products and services by understanding and recognizing customer’s needs.
16. Responsible for record and data management in accordance to record keeping guidelines.
17. Other duties as assigned which may include job rotation, short term attachment, tasks and projects.

What we’re looking for: Requirement

1. Minimum high school or diploma holder.
2. Preferably 1-2 years customer service or contact center experience but not mandatory.
3. Language proficiency in English and Bahasa Malaysia. Knowledge of additional language/dialect is an added advantage.
4. Excellent listening, verbal and written communication skills.
5. Computer literacy and ability to navigate through multiple systems at any given time.
6. Possess customer service mindset, able to think critically and creative problem solver.
7. Ability to multitask and handle stressful situation appropriately.
8. Ability to adapt and work in a fast-paced and evolving work environment.
9. Team player with positive attitude.
10. Flexible to work staggered work hours, lunch breaks and during holidays when necessary according to operational needs.

Reimagining insurance to make a bigger difference to the world

American 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.

Welcome to a culture of belonging

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals.

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.