General information

Country: Malaysia

Creation Date: 25-Jun-2026

Employment Type: Permanent

Employment Type: Full time

Ref #: 1234573137

Description & Requirements

Job Objectives

To manage and respond to customer emails in a timely, professional, and accurate manner, ensuring that all enquiries are handled efficiently and in accordance with company policies and service standards. The role is responsible for providing clear and effective written communication, addressing customer concerns, escalating issues when necessary, and maintaining a high level of customer satisfaction. It also involves proper documentation, follow up on outstanding cases, and coordination with internal teams to ensure timely resolution and service excellence, and continuous support to improve complaint handling emails and service delivery.

Individual Responsibilities:
• Ensure compliance with all company and departmental policies, procedures, and guidelines
• Ensure active and appropriate engagement on continuous improvement opportunities
• Manage multiple tasks and prioritize work responsibilities while maintaining attention to details
• Provide support to the customer servicing various product questions and/or issue resolution via email as the primary communication channel
• Provide timely, efficient and accurate follow up to customer's questions or issues
• Responsible for maintaining a high level of professionalism
• Update information in CRM depending on types of enquiry/requests
• Empower to solve customer complaints within level of expertise and authorization outlined in the Service Level Agreement
• Respond to customer emails and letter in a manner that complies with client standards of customer service excellence
• Provide extraordinary service to customers in a fast-paced contact center environment

Education/Academic Qualifications:

Diploma / Bachelor's degree in Customer Service, Business Administration, or a related field.

Functional knowledge/Technical skill:
• Excellent Customer Service skills, communications skills and be in a position to work under pressure with calmness and composure
• Has strong written communication and comprehension skills
• Certificate of the Malaysian Insurance Institute (CMII) Work Experience:
• Minimum 2 years in Email or Social Media Support team
• Minimum 3-5 years working experience in Contact Centre Operations & Customer Experience
• Preferred 3 years' experience in insurance industry.