Operations Specialist

1 week ago

Damansara, Malaysia Marsh McLennan Full time

We are seeking a talented individual to join our **Contact Center team** at Marsh & McLennan Asia Business Services (MMABS). This role will be based in our Pavilion Damansara Corporate Towers, Kuala Lumpur office. This is a hybrid role that has a requirement of working as per respective team's arrangement.

**Operations Specialist - Contact Centre (Malaysia)**

Schedule: The agent will follow a Malaysia schedule, with off days aligned to Malaysian Public Holidays.

**We will count on you to**:

- 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**:

- Minimum Diploma holder with **1-3 years’ experience in Contact Centre/Call Centre Environment**:

- Computer literate and able to navigate multiple systems confidently.
- Must be fluent in English and Malay; proficiency in Mandarin would be an advantage.
- Strong customer service orientation.
- Ability to multi-task, particularly managing calls while retrieving and updating information in the system.
- Ability to adapt quickly to frequent changes in client requirements and internal procedures.
- Demonstrates sound decision-making skills.

**What makes you stand out**:

- Previous experience in broking or insurance and contact center environments will be considered a plus.
- High level of attention to detail.

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.

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