Customer Experience Officer

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Bjak is focused on providing access to affordable and sustainable financial services for people in ASEAN. Headquartered in Malaysia, Bjak is the largest insurance portal in Southeast Asia. Our main portal, Bjak.my, helps millions find the insurance policy with the best value and highest coverage for them.

Our core strengths are in navigating the most complex regulations and environments, creating some of the most innovative products in the world. For instance, we are the first platform globally to simplify and offer investment-linked life and health insurance online, coupled with an instant talk-to-agent service. We are seeking a Customer Service Representative to join our passionate team and help us maintain our commitment to excellence.

Position Overview:

As a Customer Experience Executive, you will be the first point of contact for our valued customers. You will play a critical role in ensuring their satisfaction by providing prompt, courteous, and effective support. This position requires excellent communication skills, a customer-focused attitude, and the ability to resolve inquiries and issues efficiently.

Responsibilities:

• Own customer communications (chat and calls mainly) from initial contact until resolution, escalating issues to relevant departments as necessary.
• Maintain a high level of product knowledge to assist customers effectively.
• Provide timely and professional assistance to customers via live chats.
• Be the owner of the customer feedback loop to internal functions to help create better products and improve customer experience.
• Deliver an amazing experience to every customer by going above and beyond their inquiries, feedback, and needs.
• Proactively provide constant feedback to the team on market trends, unmet needs, and opportunities to create impact for our customers.
• Work together as a team to achieve timely turnaround time and quality replies to every customer.
• Stay up to date on company policies, procedures, and product knowledge.
• Contribute to a positive and collaborative work environment.

Requirements:

• This role is open only to locals.
• Fully Work from Office - Office Location: 1 Tech Park, Bandar Utama.
• 4 Shift timings: 7am - 4pm, 9am - 6pm, 11 am - 8pm, 3pm - 12am (weekdays and weekend).
• Possess own transportation is encouraged.
• Open to fresh graduates.
• Required language(s): English, Mandarin.
• Minimum Diploma/Degree in any field.
• High level of attention to details.
• Strong work ethic and willingness to take on any tasks.
• Comfortable working in an extremely fast-paced and international environment.
• Full Training Provided (Theory & Hands-on training).
• A positive attitude and a commitment to delivering outstanding service.
• Ability to communicate with customers with a level of empathy.
• Immediate availability is a plus point.
• We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.
• International work environment and flat organization.
• Team culture - highly practical and results-oriented.
• Free training and development, constantly improve yourself.
• Fast-moving, challenging, and unique business problems.
• Casual work attire.

How do your skills match this job?

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Customer Experience Consultant?
• Do you have customer service experience?
• How would you rate your Mandarin language skills?

Bjak is a technology company focused on making insurance easy, fun and more rewarding for everyone. Here at Bjak, we are dedicated to creating a shared and open ecosystem giving everyone equal opportunity, accessibility, and security. Bjak is led and backed by some of the most prominent executives and enterprises in Asia.