Executive, Customer Experience Management

Role Position : Executive Customer Service Operation

1. Customer Interaction Management

• Handle end-to-end customer interactions across all channels including live chat, phone calls, emails, and social media.
• Provide accurate, timely, and courteous responses to inquiries, complaints, and service requests in accordance to company guideline.
• Ensure consistent follow-up on unresolved issues until full resolution is achieved, maintaining a high standard of customer satisfaction.

2.Endorsement Processing

• Process endorsements across TIGB and TIFB in accordance with company guidelines.
• Verify customer information and ensure accuracy in all updates and changes.
• Coordinate with relevant departments to complete endorsement requests efficiently.

3.Motor and Non-Motor Insurance Renewal Support

• Assist vulnerable customers with motor insurance renewals by preparing and issuing quotations.
• Guide customers through the renewal process and ensure timely policy issuance.
• Maintain sensitivity and empathy when dealing with vulnerable customer groups.

4.Ad-Hoc Support

• Provide support for any additional tasks or projects as assigned by the supervisor.
• Assist in cross-functional initiatives to improve service delivery and customer satisfaction.

Academic

Degree or diploma in any related field

Experience

• Preferably 1-2 years’ experience in customer service role, preferably within the insurance or financial services industry
• Experience handling multi-channel customer interaction(live chat, call, emails, social media) is highly preferred.