Customer Engagement (Retention), Executive

Job Propose:

• The incumbent is responsible to deliver an efficient and effective outbound calls requested by the company and prepare analysis gap reporting on the outcome of the respective outbound call findings.

Key Responsibilities:

1. To handle customer retention unit activities, i.e. Conservation, Welcome Call, Replacement of Policy etc, prudently and in accordance to all regulatory and corporate requirements.
2. To meet service targets by achieving both service and productivity level by ensuring retention unit activities are attended within the stipulated SLA.
3. To escalate and follow-up retention activities; attend customer's inquiries and requests tactfully with close monitoring and follow up.
4. To ensure consistency and quality in call and correspondence handling as a successful team’s service delivery.
5. Support Inter-Department in identifying service or process gap for service improvement.
6. Support and participate in Kaizen Projects.
7. Undertake ad-hoc projects allocated by Management.
8. Other ad-hoc duties that may be assigned or request from time to time.

Requirements:

• Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field.
• At least 1 year(s) of working experience in the related field is required for this position.
• Proficient in English & Bahasa Malaysia. Able to speak a third language will be added advantage.
• Preferably Executives specializing in Customer Service or equivalent from insurance companies
• Full-Time position(s) available.