Customer Retention Specialist

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia SCIENTE Full time 80,000 - 120,000 per year

Job Summary

This role supports the Hong Kong business unit under Operations Shared Services by handling customer enquiries and service requests in line with SLAs, targets, and company standards. It also drives customer retention efforts and ensures a positive service experience through accurate, efficient, and compliant interactions.

Mandatory Skill-set

  • Diploma or Degree holder;
  • Must have minimum 5 years of
    customer service experience in life insurance
    ;
  • Strong understanding of life insurance products;
  • Good awareness of regulatory requirements in the insurance industry;
  • Must have proficiency in CRM/customer service tools;
  • Strong MS Office skills;
  • Tech-savvy and adaptable;
  • Excellent verbal and written communication;
  • Fluent in spoken Cantonese (business proficiency);
  • Good analytical thinking, decision-making, and problem-solving skills;
  • Ability to multitask and handle dynamic environments.

Desired Skill-set

  • Relevant certifications (LOMA, IIQE 1, 3, 5);
  • In-depth product knowledge of company offerings;
  • Ability to identify service improvement opportunities;
  • Experience dealing with stakeholder coordination.

Responsibilities

  • Make outbound calls to customers to understand concerns and prevent policy cancellations;
  • Follow up with customers via calls or email regarding premium payments, coverage continuity, and policy reinstatements;
  • Manage customer complaints and feedback, escalating when necessary;
  • Provide accurate and timely responses within targeted turnaround times;
  • Deliver a competent and positive service experience aligned with company standards;
  • Adhere to regulations, internal guidelines, and procedures;
  • Collaborate with HK Operations, Group Data, and internal stakeholders;
  • Coordinate with external vendors when applicable;
  • Assist managers on assigned projects;
  • Support the business in achieving its financial targets.

Should you be interested in this career opportunity, please send in your updated resume to at the earliest.

When you apply, you voluntarily consent to the disclosure, collection and use of your personal data for employment/recruitment and related purposes in accordance with the SCIENTE Group Privacy Policy, a copy of which is published at SCIENTE's website (

).

Confidentiality is assured, and only shortlisted candidates will be notified for interviews.

EA Licence No. 07C5639

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