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Senior Customer Service Operations for Insurance

Job description

Key Responsibilities:

  • Design and deliver training programs to enhance the skills and knowledge of customer service staff. Stay updated with industry trends and best practices to continuously improve team performance.

  • Establish and monitor key performance indicators (KPIs) to evaluate the effectiveness of customer service operations. Prepare and present regular performance reports to senior management.

  • Lead and oversee the customer service team, ensuring the delivery of high-quality service. Mentor and develop team members while fostering a positive and collaborative work environment.

  • Handle escalated customer inquiries and complaints, providing solutions and maintaining a high level of professionalism. Collaborate with other departments to resolve complex issues.

  • Identify and implement process improvements to increase efficiency and effectiveness in customer service operations. Streamline workflows and utilize technology to enhance service delivery.

  • Ensure all customer service activities comply with industry regulations and company policies. Conduct regular quality assurance checks to maintain high service standards.

  • Implement strategies to enhance customer satisfaction and loyalty. Monitor customer feedback and promptly address any issues or concerns.

Qualifications:

  • Bachelor's degree in Business Administration, Actuarial , or a related field.

  • Ability to analyze data and make informed decisions.

  • In-depth knowledge of insurance products, policies, and regulations.

  • Strong leadership and team management skills.

  • Minimum of 4 years of experience in customer service management, preferably in the insurance industry.

  • Excellent communication and interpersonal skills.

  • Proficiency in customer service software and tools.

  • Strong problem-solving and conflict resolution abilities.

Benefits:

  • Competitive salary and performance-based bonuses.

  • Comprehensive health and insurance benefits.

  • Professional development opportunities.

  • Supportive and collaborative work environment.

How to Apply?

To apply, please click "APPLY NOW" or email Soraya Faisal at soraya.faisal@ambition.com.my . Data provided is for recruitment purposes only.

Due to the volume of applications received, we regret to inform you that only shortlisted candidates will be notified.

JTK Number: JTKSM 995 | Company Registration Number: 201301019088 (1048918-T)

If this job isn't quite right for you, but you know someone who would be great at this role, why not take advantage of our referral scheme? We offer MYR500 in shopping vouchers for every referred candidate who we place in a role. Terms & Conditions Apply. https://www.ambition.com.my/refer-a-friend