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Senior Customer Service Executive

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Job Responsibility:

  • Assessment of claims in accordance with policy contract and guidelines.
  • Log, track and manage all service requests accurately and timely.
  • Ensuring claim is assessed correctly in accordance to policy contract and guideline and approved within Authority Limit given.
  • Communicate all information with relevant department (both internal and external) accurately and professional manner.
  • Ensure all related documentation are correctly filed and kept.
  • Ensuring claim settlement is concluded within the agreed Turnaround Time (TAT).
  • File the service request in proper order and liaise with Finance and other parties on service request.
  • Continuous communication with both internal and external customer and providing the required support with the objective of providing quality claim service experience.
  • Assist to provide necessary information and ad-hoc assignment to Team Manager to allow for accurate and timely submission of reports to management.
  • To attend all inquiries from various channels i.e. WhatsApp, live chat, phone call, email, Facebook, Instagram etc
  • Update progress of the claim matters daily in the web portal.
  • Maintain a Claims Spreadsheet and update it on Daily basis.
  • Prepare Weekly/Monthly reports for review and discussion.
  • Prepare weekly sales upload reports for registration into web portal.
  • Investigate and escalate technical claim issue as and when experienced.
  • Manage Third Party Administrators to ensure that they adhere to the claims handling guidelines and meet the agreed deliverables. This would include conducting audits and checks. Provide technical advice to Shared Services.
  • To initiate improvement of process, workflows or system on a continuous basis.
  • Any other ad-hoc duties as assigned.

Job Requirements:

  • A recognized Diploma or Degree in any discipline.
  • Minimum of 5 years of related work experience in the insurance industry, preferably experience with handling Claims and customer service
  • Relevant experience in IT industry is an advantage
  • PC and Microsoft Office Knowledge required
  • Meticulous and people-oriented with good interpersonal and communication skills
  • Excellent verbal and written communication skills and interpersonal skills. Preferably to be able to speak and write English proficiently.
  • Able to speak and read Mandarin will be an added advantage
  • Able to work independently and a fast learner, able to grasp processes and system quickly.
  • Able to multi-task and work under pressure to meet tight deadlines in a fast-paced environment.
  • Customer Service orientated and strong commercial approach
  • Ability to work with claims stakeholders to effectively direct claims strategy.

Perks & Benefits:

  • Medical Benefits
  • Annual leave
  • Performance bonus
  • Allowance (travel stipends, transportation, etc.)
  • Nearby public transport
  • Open culture
  • Personal development opportunities

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