Customer Service Specialist- Kuching

Job Summary

Act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency. The target is to ensure excellent service standards and maintain high customer satisfaction for both Conventional and Takaful insurance services.

Key Tasks & Accountabilities

1. Welcome customers and agents as they arrive at the branch. to create a positive overall customer experience.
2. Perform customer verification and due diligence when required.
3. Perform premium collection and reconciliation duties and ensure any discrepancies are resolved immediately.
4. Perform timely banking of collections and maintain up to date filling on collection related documents.
5. Attend and process queries/ requests by customers and agents promptly through face-to-face, phone call, e-mail and chatbot.
6. Escalate unresolved queries/ requests to the designated department/ Head Office for further action immediately (If necessary) and follow-up closely until resolved.
7. Handle queries on policy loans, withdrawal. surrender and other non-forfeiture options and carry out conservation of these cases as and when are appropriate.
8. Administer the correct forms to customers and agents and advise the correct process/ procedures and requirement.
9. Ensure all forms / documents duly completed and signed prior to submission for processing.
10. Perform scanning for all customer service-related documents.
11. Take the extra mile to engage customers and agents.
12. Provide product or service information to customers.
13. Help to generate sales leads whenever possible.
14. Act as ambassador/ promoter for the company self-serve customer portal and products.
15. Contribute feedback / suggestion proactively for improvement to superior and management on any service gap detected.
16. Undertake any other functions or assignments as instructed by superior and management.  

You are the heart & soul of Zurich! 
 

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? 

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step. 

Let’s continue to grow together!

• Location(s):  Kuching, Sarawak (Malaysia)
• Schedule: Full Time
• Recruiter name: Kamilia Kamil