Call Centre Manager

Job Summary

Lead and manage the Customer Contact Centre operations to ensure delivery of excellent customer service, efficient handling of enquiries and complaints, and achievement of service level targets. The role is responsible for driving team performance, operational efficiency, customer satisfaction, and regulatory compliance within the insurance business.

Job Accountabilities - Key Accountabilities

• Demonstrates an understanding of the customer’s needs and ensures they are met.
• Research and respond to telephone and electronic inquiries from customers, and enter inquiry data into tracking system.
• Prepare referrals to prospective customers, and locate claims office staff for insureds and other parties calling to report claims.
• Contribute to achieving a positive team culture and working environment.
• Act within agreed authority levels to ensure fair treatment of customers and to protect business stakeholders' interests.

Job Qualifications

• Bachelor's Degree in Business Administration, Insurance, Customer Service, or related field.
• Minimum 5-8 years of experience in Contact Centre / Customer Service Operations, preferably within the insurance or financial services industry.
• At least 3 years of people management experience leading a customer service or call centre team.
• Strong understanding of insurance products, policy servicing, claims processes, and customer journey.Experience managing customer complaints and regulatory-related service requirements.
• Strong leadership, stakeholder management, and coaching skills.

You are the heart & soul of Zurich!

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step.

Let’s continue to grow together!

• Location(s): MY - Kuala Lumpur
• Schedule: Full Time