Call Centre Agent Executive

Together, We Shape a Better Future.

Job Description 1. Customer Service & Call Handling Answer incoming calls and respond to customer inquiries regarding Takaful policies, claims, and payments. Provide accurate and up-to-date information on policy benefits, coverage, and renewal processes. Handle customer complaints, disputes, and service requests professionally. Guide customers on the claims submission process, required documentation, and claim status updates. Ensure adherence to service-level agreements (SLAs) and quality standards. 2. Policy & Claims Assistance Assist policyholders with policy applications, renewals, endorsements, and cancellations. Verify customer details and provide guidance on policy modifications, contribution payments, and coverage inquiries. Coordinate with the claims department to provide accurate updates on claims processing and approvals. Escalate unresolved claims issues, policy disputes, and urgent customer concerns to the appropriate departments. 3. Complaint Resolution & Customer Retention Address customer complaints and dissatisfaction professionally, ensuring a positive resolution. Offer alternative solutions and provide clear explanations to reduce policy cancellations and disputes. Record and track customer complaints, feedback, and service issues to identify improvement areas. Follow up with customers to ensure issues are resolved and satisfaction levels are maintained. 4. Data Entry & Documentation Accurately update customer information, policy records, and service requests in the CRM system. Maintain detailed records of interactions, customer feedback, and resolution details. Ensure compliance with data protection policies and confidentiality regulations when handling sensitive customer information. 5. Sales & Cross-Selling Opportunities (if applicable) Identify potential cross-selling or upselling opportunities by understanding customer needs. Promote relevant Takaful products, riders, and additional services that align with customer requirements. Assist in customer onboarding and first-time policy purchases, ensuring a smooth experience. 6. Compliance & Call Quality Assurance Ensure all interactions comply with Bank Negara Malaysia (BNM) regulations, company policies, and customer service guidelines. Follow established scripts and service protocols to ensure consistency in customer interactions. Participate in call quality monitoring, coaching sessions, and training programs to enhance service skills. Maintain a high standard of professionalism, empathy, and problem-solving abilities. 7. Reporting & Performance Tracking Track and report on call volumes, response times, and customer satisfaction levels. Provide feedback and recommendations for service improvement and process enhancements. Assist in preparing monthly reports on customer interactions, complaints resolution, and key performance indicators (KPIs). Key Qualifications & Skills Education: Diploma or Bachelor’s degree in Business Administration, Communications, Customer Service, or related fields. Experience: Minimum 1-3 years in customer service, call centre operations, or financial services, preferably in Takaful, insurance, or banking. Customer Service & Communication Skills: Strong verbal and written communication skills in Bahasa Malaysia and English. Ability to handle difficult customers, service escalations, and high call volumes. Product Knowledge & Technical Skills: Familiarity with Takaful products, policy terms, and claims procedures is an advantage. Proficiency in using CRM systems, call centre software, and Microsoft Office applications. Problem-Solving & Service Excellence: Strong listening, analytical, and problem-solving skills to address customer concerns efficiently. Ability to work under pressure, meet service targets, and maintain high-quality customer interactions. Regulatory Compliance & Ethics: Understanding of BNM guidelines, AML/CFT regulations, and data protection laws related to customer service.