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Operations Specialist

3 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Marsh Full time
Singapore Contact Centre

  • Handling customer inquiries and providing assistance: The contact centre team responds to customer queries, provides information about insurance policies, and assists with claims and policy changes.

Resolving customer complaints and escalations:

The contact centre team addresses customer complaints, investigates issues, and works towards resolving them in a timely and satisfactory manner.

Marsh McLennan (MMC) is seeking candidates for the following position based in the Kuala Lumpur Shared Services Operations Office:
Client Support Executive - Contact Centre (Supporting Singapore)
What can you expect?

  • Be a part of a regional operational shared service center
  • Interact diverse colleagues and stakeholders from various line of business within MMC
What is in it for you?

  • Career Development and Training Opportunities
  • Explore opportunities to work on regional and global projects
  • Conducive Smart Office work environment

We will count on you to:

  • Provide quality customer service to clients over phone call, email or on portal navigation to resolve client's enquiries efficiently, including liaising with internal & external clients.
  • Provide customers with product and service information
  • Identify and escalate priority issues and able to route calls to appropriate resource
  • Complete call logs to ensure that the day to day transactions performed are tracked accurately and in timely manner
  • Follow up customer calls where necessary and document all call information according to Standard Operating Procedures (SOP) while ensuring SLA requirements are met.

What you need to have:

  • A Bachelor's Degree in any field
  • 1-3 years experience in Contact Centre/Call Centre Environment
  • Proficient in MS Office (Pivot Table, Excel Formulas and Words)
  • Ability to understand, speak, read and write English is required
  • Ability to understand and converse in Mandarin is an advantage
  • Must possess professional and friendly attitude and be able to quickly develop a rapport with customers over the phone

What makes you stand out:

  • Experience supporting shared service operation
  • Ability to understand, read and write Traditional/Simplified Chinese
  • Ability to systematically manage and retrieve data
  • Strong analytical skills and detail-oriented to comprehend and summarize appropriate information
  • Excellent coordination and listening skill and be able to ask probing questions to understand concerns
Marsh McLennan (

NYSE:
MMC) is the world's leading professional services firm in the areas of risk, strategy and people. The Company's more than 85,000 colleagues advise clients in over 130 countries.

With annual revenue of $23 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses.

Marsh provides data-driven risk advisory services and insurance solutions to commercial and consumer clients. Guy Carpenter develops advanced risk, reinsurance and capital strategies that help clients grow profitably and pursue emerging opportunities.

Mercer delivers advice and technology-driven solutions that help organizations redefine the world of work, reshape retirement and investment outcomes, and unlock health and well being for a changing workforce.

Oliver Wyman serves as a critical strategic, economic and brand advisor to private sector and governmental clients. For more information, visit , or follow us on LinkedIn and X.
Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment.

We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office.

All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week.

Office-based teams will identify at least one "anchor day" per week on which their full team will be together in person.