Customer Service Representative

Customer Service Representative (Contact Centre) - Johor

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

General Insurance

General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.

About the role

What you need to know:
**Job Description**:
Key Job Responsibilities
- Provide exceptional front counter services to walk-in customers and agents
- Drive first contact resolution by focusing on resolving customer's inquiries and service request submissions during the first interaction
- Understand, research, identify and resolve customer’s complaint and proactively perform service recovery by understanding customers’ needs and concerns
- Assist the Customer Service Manager or officer in charge in ensuring the smooth running of daily operation at front counter
- Proactive in discovering opportunity for process improvement and actively participate in the process improvement activities
- Ensure retention of customers by discouraging cancellation and propose a solution that will suit customer's need
- Document all customer’s contact and interaction information according to standard operating procedures
- Recognize, document and alert the management team of trends in customer’s calls and contacts
- Attend to operational issues by working with all relevant internal and external parties until resolved
- Proactively upsell or cross sell products and services by recognizing customer’s needs
- Monitor customers walk-in traffic at front counters and take appropriate actions to manage the queue by reducing the waiting and serving time
- Attend and process all submissions and requests within stipulated time frame
- Verify and check that all premium collections are accounted for and the end of day balancing is completed and correct for timely submission to CPS Collection Department, Head Office
- Gather and provide feedback from walk-in customers and agents to the management team for service improvement and contribute towards improved Service Survey Net Profit Score (NPS)
- Assist in providing system guidance to agent/new user at branches in an effort to increase the overall self-help usage of externalized systems
- Conduct trend/analysis of the usage of externalized systems and suggest improvement to further increase utilization
- Responsible for record and data management in accordance to Record Keeping guidelines
- To provide inter-branch back up support as and when required
- Other duties as assigned

What we’re looking for: Requirement
- Minimum high school or diploma holder
- Preferably with contact centre experience but not mandatory
- Language proficiency in English and Bahasa Malaysia. Knowledge of additional language/dialect is an added advantage
- Excellent listening, verbal and written communication skills
- Knowledge of customer service practices and principles
- Ability to multitask and handle stressful situation appropriately
- Ability to adapt in a fast-paced working environment
- Ability to think critically and creative problem solver
- Team player with positive attitude
- Able to work staggered workhours and lunchbreaks whenever necessary according to operational needs

We are an Equal Opportunity Employer

American International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its policies and procedures reflect this commitment. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories such as sexual orientation. At AIG, we believe that diversity and inclusion are critical to our future and our mission - creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

To learn more please visit:

- Reasonable accommodations will be determined on a case-by-case basis.

Functional Area:
OP - Operations

Estimated Travel Percentage (%): Up to 25%

Relocation Provided: No

AIG Malaysia Insurance Berhad