Customer Policy Servicing Executive

Job Type: Permanent - Full Time

Location: Kuala Lumpur

Job Category: Call Centre and Customer Service

Job Description
Let's grow together
Travel Guard is a leading travel insurance provider, serving millions of leisure and business travelers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centers across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances that may disrupt their plans.

As part of the Zurich Cover-More Group, we now have access to an extensive global network and resources, further strengthening our ability to deliver reliable, innovative, and tailored insurance and assistance for our customers.

What's the job?
You will be the trusted voice of the company for customers in Malaysia and Singapore, delivering professional, end-to-end policy servicing across phone and email channels. You will manage inquiries, changes, and renewals with clarity and care, ensuring every customer feels supported. The role requires strong communication skills, industry experience, and a commitment to service excellence and regulatory compliance.

You Will

• Serve as the first point of contact for customers, agents, and brokers across phone and email channels, managing all aspects of policy servicing including endorsements, renewals, cancellations, and coverage queries.
• Handle complex or escalated requests with professionalism, empathy, and sound judgment.
• Make outbound calls and send follow-up emails to resolve servicing requests promptly and thoroughly.
• Ensure accurate and timely updates of customer and policy information in internal systems.
• Provide clear, professional written responses and deliver empathetic verbal communication tailored to customer needs.
• Identify recurring issues or process gaps and contribute to service improvement initiatives.
• Collaborate with internal teams to ensure a consistent and seamless customer experience across all touchpoints.
• Maintain confidentiality and adhere to company, partner, and regulatory protocols.

What are we looking for?
You Will Have

• 1–3 years of customer service experience, preferably in insurance, travel assistance, or financial services.
• Proven ability to manage both written and verbal customer interactions with professionalism and empathy.
• Strong command of English—spoken and written—with the ability to explain complex information clearly.
• Confidence in handling inbound and outbound calls, including escalations or sensitive queries.
• High attention to detail and accuracy in documentation and system updates.
• A proactive, solutions-oriented mindset with a commitment to continuous improvement.
• Ability to work collaboratively in a fast-paced, customer-focused environment.

Why choose us?
We value optimism, caring, togetherness, reliability, and determination.

We have more than 2600 employees worldwide: we are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global purpose to look after travelers, at every step of their journey.

Job flexibility
. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach ensures our employees maintain work-life balance.

Career growth
. This is an extremely exciting time for us at Zurich Cover-More, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth.

Take the time you need, for you and your community
. We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with volunteer leave and a comprehensive paid parental leave scheme.

Diversity and inclusion
. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.

Apply today and let's go great places together