Customer Success Specialist

4 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Nexacore Full time

Nexacore is a leading Insurtech Third Party Administrator in APAC, specialising in comprehensive device protection, warranty, and extended warranty claims solutions. We work with insurers, retailers, and OEMs across the region to deliver innovative and flexible solutions that enhance customer satisfaction and program efficiency.

We are looking for enthusiastic candidates to join us in our Kuala Lumpur head office as we expand the team.

About the Role

We're seeking experienced Customer Success Specialist's to join our team, providing exceptional support to our Australian customers. In this role, you'll be the first point of contact for insurance and warranty claims, ensuring smooth and professional service delivery.

Key Responsibilities

  • Handle inbound customer calls regarding insurance and warranty claims within SLA's
  • Provide clear, accurate information and guidance to customers throughout the claims process
  • Document customer interactions and maintain detailed records in our systems
  • Resolve customer queries efficiently while maintaining high service standards
  • Work collaboratively with team members to ensure consistent service delivery
  • Escalate complex cases to appropriate departments when necessary

What We're Looking For

Essential Requirements:

  • Excellent spoken and written English communication skills
  • Proven experience in call centre operations with a focus on customer service
  • Availability to work rotating shifts between 5:00 AM and 4:00 PM, Monday to Friday
  • Strong problem-solving abilities and attention to detail
  • Professional phone manner with empathy and patience

Preferred Qualifications:

  • Previous experience handling insurance claims or working in the finance industry
  • Understanding of Australian customer service expectations
  • Experience with CRM systems and call centre software

Location & Working Hours

  • Location:
    Kuala Lumpur – near LRT line (supporting Australian customers)
  • Schedule:
    Rotating shifts between 5:00 AM - 4:00 PM, Monday to Friday
  • This role requires flexibility to accommodate Australian business hours

We are an equal opportunity employer and value diversity in our workforce.

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