• Answer incoming calls and provide information to all customer / Agent's requests at the first call solution (excluding policy cancellation request of direct marketing customers that transfer to retention team for further convincing)
• Handle a large volume of inbound and outbound Agent calls (as well as e-mail) in a timely manner
• Identify Agent needs, research issues, resolve complaints, and provide solutions
• Maintain ownership of calls/ e-mail throughout the lifecycle of Agent’s request, including follow-ups with escalation team
• Carry out assignments and handle problems in accordance with call patterns, instructions, policies, procedures and / or accepted practices to ensure optimum level of Quality
• Support customers to handle and eliminate day-to-day issues with enquiries
• Perform specific service activities during a shift, including both call and non-call requests

• Be responsible for delivery our service offers with excellent service as well as handling the complex or difficult cases
• Skill sets and the customer satisfaction measured by Bottom Up and Top Down NPS
• Study and practice for improvement based on coaching and feedback
• Always communicate professionally with customers, other team, and other department to ensure consistently effective working relationships
• Contribute or be involved in Contact Centre process and procedural analysis or projects as and when required.

• Process and record new transactions
• For those with non-call resolution, will escalate the case in the tracking service request – CRM program to Functional Unit
• Fast learning and is able to work under dynamic change, uncertain situation (BCP) and very high-pressure environment on day to day

• Degree in Business Administration, Accounting & Finance, or related fields

• At least 2 years’ experience working in a call center or customer-support role
• Familiar Insurance Industry & Company Products
• Customer service managerial Collaboration & communication skills
• Experienced in Insurance industry would be advantage

• Strong active-listening and verbal-communication skills
• Proficiency in problem-solving
• Ability to multitask and manage time effectively