Customer Value Specialist

5 months ago


Kuala Lumpur, Malaysia AS White Global Pty Ltd Full time

**The Opportunity**

Our partner, a leading global InsureTech who has been providing small businesses with the simplest way to get their business insurance sorted, is hiring for **Customer Value Specialist **to be part of their Manila team The team opened its doors in 2008 and now operates in Australia, the US, and New Zealand.

As a **Customer Value Specialist**, you will be responsible for contributing to the delivery of retention strategy and plans whilst delivering an exceptional customer experience in an exciting growing part of the business.

**Key Responsibilities**
- Ensure and maintain a high level of product, process, and systems knowledge consistently.
- Achieve daily, weekly, and monthly KPIs, covering renewals, retained cancellations, adherence, and quality assurance.
- Handle both outbound and inbound retention calls.
- Escalate referrals directly to insurers for pending claims and special circumstances.
- Deliver an exceptional customer experience, collaborating with sales and service staff to identify customer behavior trends.
- Conduct 'Health Checks' on existing customer policies.
- Manage cancellations and dishonored payments.
- Day-to-day responsibilities include contacting existing customers, promoting relevant products and services, tracking and renewing policies, addressing cancellation requests, and ensuring customer coverage.
- Be accountable for meeting service standards and adhering to key performance indicators. Foster a customer-centric culture, actively analyze feedback for continuous improvement, and contribute to ongoing retention strategies.

**Skills, Experience & Qualifications**
- Bachelor's Degree graduate in any related field.
- A minimum of 2-3 years of experience in Customer Service.
- Demonstrated background in sales or retention for at least 2-3 years.
- Experience in the Insurance industry is highly regarded.
- Passionate about prioritizing customer needs, with a positive attitude and eagerness to learn.
- Highly empathetic and committed to team collaboration.
- Excellent verbal and written communication, attention to detail, and organizational skills.
- Strong problem-solving ability and adept at building rapport.
- Efficient with diverse systems.
- Capable of multitasking and working under pressure to meet deadlines.
- Driven to achieve excellent results in a target-driven setting.

**ASW Offers**:

- A diverse, inclusive, and supportive company culture.
- Competitive remuneration.
- Opportunity to collaborate and work with global clients and stakeholders.
- Medical benefits.
- Great Paid Leave entitlements.
- Team outings, travel opportunities, company parties/events, and other exciting activities.
- Exposure to an international environment, working with people across Malaysia, Vietnam, the Philippines, and Australia.
- Industry and role-related training.
- Ongoing career opportunities.

LI-DC1



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