Customer Service Specialist

5 days ago

Greater Kuala Lumpur, Malaysia HFG Insurance Recruitment Full time

We are seeking a driven and customer-focused
Customer Service Executive / Senior Executive
to support our
Agency & Customer Service Operations
. In this role, you will be the front-line ambassador of our brand—managing enquiries, guiding our agency partners, and ensuring an exceptional service experience across phone, email, web chat, social media, and walk-in channels.

If you are someone who thrives in a fast-paced environment, enjoys solving problems, and takes pride in delivering outstanding service, we want to meet you.

What You Will Do

  • Respond to customer and intermediary enquiries via
    phone, email, chat, social media, and walk-in service counter
  • Provide
    accurate, timely, and professional
    responses within SLA and turnaround times
  • Handle feedback and complaints, escalating to internal teams when necessary to drive fair resolutions
  • Support
    service improvement initiatives
    , reporting, and operational tasks assigned by the manager
  • Ensure full compliance with
    company policies, regulatory standards, and service guidelines
  • (Senior Level)
    Guide, coach, and support new team members
    , and assist in day-to-day operational monitoring

What We're Looking For

  • Diploma or Degree in any discipline
  • Executive:
    Minimum 2 years' experience in sales support experience in life and general insurance.
  • Senior Executive:
    4+ years' experience, preferably in
    Life or General Insurance
  • Strong communication skills in English and BM; Mandarin is an added advantage
  • Customer-oriented, resourceful, and able to manage multiple tasks under pressure
  • Tech-savvy with basic MS Office skills
  • (Preferred) Insurance certifications such as
    M5, M9, HI, PGI, BCP

What You'll Get

  • Career growth within a regional, fast-growing insurance brand
  • Exposure to multi-channel customer service platforms
  • Supportive and collaborative working environment
  • Opportunities to participate in
    corporate projects & process improvement initiatives

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