Customer Service Executive (Contract Based)

Position Responsibilities

• Assist customers at the service counter by providing accurate information and support for policy-related inquiries and requests.
• Deliver professional assistance to both external customers and internal stakeholders, ensuring a positive customer experience.
• Support policy delivery processes, including coordinating policy collection, dispatch, delivery arrangements, and customer acknowledgment.
• Handle policy contract maintenance activities and customer information updates.
• Manage all customer queries and requests received through walk-ins, emails, telephone calls, and other communication channels in a professional, trustworthy, empathetic, and timely manner.
• Build and maintain strong relationships with customers, financial advisers, agents, and internal stakeholders to ensure seamless service delivery and issue resolution.
• Provide accurate information regarding life insurance products and services, as well as other related information to walk-in customers.
• Make outbound calls when necessary to follow up on customer inquiries, confirm information, or provide additional support.
• Escalate relevant departments promptly to resolve customer complaints and issues efficiently and effectively.
• Utilize related systems to document all customer interactions, ensure data accuracy, and maintain detailed records.
• Generate and analyze reports to track, identify trends, and provide insights for process improvement.
• Assist with other tasks and projects as assigned by the Management.
• Ensure all the information and procedures are in harmony with company’s procedures and in compliance with all relevant regulatory guidelines.

Required Qualifications

• Bachelor’s Degree or equivalent combination of education and work experience
• Minimum 2 years’ working experience in customer service experience.
• Ability to effectively collaborate with the team and other departments.
• Knowledge of life insurance products, policy servicing processes, and customer complaint handling would be an advantage.

Preferred Qualifications

• Clear and effective verbal and written communication skills.
• Good listening, empathic communication, and organization skills.
• Understand and relate to customer needs and concerns.
• Quickly identify issues and provide effective solutions.
• Passion to help others and able to work under pressure.
• Eager to learn and adapt to new tools and technologies.
• Good in both written/ typing and spoken English and Burmese language
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong customer-centric personality and mindset with a passion for helping customers.