Customer Service (Insurance Industry)

Key accountabilities:

  • Supervise, coordinate, and guide the team in providing support for the Customer Service functions and/or supporting enhancement implementation within company guidelines, regulatory, statutory and Syariah compliance.
  • Review Standard Operating Procedure and perform Quality Check on the processes in the Customer Service department.
  • Possesses hands on experience as a Customer Service representative
  • Is responsible in setting up, managing and continuously updating Customer Service Manual
  • Train and cross train within or outside unit.
  • Plan and organise staff development including succession planning and build healthy working environment
  • Provide solutions to all escalated cases.
  • Demonstrate an understanding of the customer’s needs and ensure they are met.
  • Demonstrate a knowledge of relevant systems, products, processes, procedures, selling and retention techniques.
  • Demonstrate appropriate levels of customer service as measured by line manager’s call monitoring.
  • Act within agreed authority levels to ensure fair treatment of customers and to protect business/ stakeholder´s interests. Business Accountabilities
  • Follow set guidelines and procedures to ensure adherence to the company´s risk and compliance policies, working under direct supervision.
  • Provide feedback relating to the quality and efficiency of processes and systems in own area of work.
  • Respond to customer and distributor queries and or sales service requests, and provide status updates, directing the call to the appropriate area when necessary and escalating appropriately.
  • Demonstrate an understanding of customer´s needs, and ensure they are met by following documented guidelines and rules and acting within agreed authority levels to ensure fair treatment of customers.

Essential Skills:

  • Recognised Degree in any disciplines, preferably with other professional qualifications in Insurance/ Takaful i.e.: AMII/DMII/LOAM
  • Minimum 5 years of experience in Insurance/Financial/Takaful industry, preferably with Customer Service experience
  • Market and industry knowledge
  • Technical knowledge in Takaful / Insurance
  • Fundamental knowledge of Insurance/ Takaful Systems
  • Strong problem solving and decision making
  • Good leadership and people management skills
  • People oriented and customer focused
  • Coaching and mentoring skills
  • Good communication skills

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