At AIG, we are reimagining the way we help customers to manage risk. Join us as a Customer Care Consultant to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.
Make your mark in Customer Care team
Our Customer Care team provides multi-channel (phone, email, digital) customer support across all lines of Consumer & Commercial products for policy servicing, renewal & retention, cancellation rescue, new business and other issuance related issues. The team serves our customers through an elevated, personalized experience – our customer-centric framework drives a consistent experience and best practice.
How you will create an impact
This role requires the candidate to work in a team of Customer Care Consultant to perform voice and non voice customer service and sales for transactions routed to the Inbound Sales & Service team, promptly, accurately and professionally.
Roles and Responsibilities Include:
Versatile and to embrace change as and when required in accordance to company vision and mission.
Ensure timely update of complete and accurate information on customer interactions in the Customer Relationship Management (CRM) system.
Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
Fulfill Contact Centre expectations by meeting KPIs as set out in CCC KPIs.
Provide high levels of service delivery and contribute to expected team performance standard.
Ensure resolution provided, resolve customers’ problems, feedback and complaints by applying appropriate skills.
Feedback customer’s concerns to Team Manager for service improvement
Deliver excellent customer service and ensure a positive customer experience during conduct of day to day activities.
Promote/cross-sell company’s products and services proactively when opportunity arises to increase productivity and revenue generations.
Maintain positive and professional working relationship with Contact Centre colleagues and stakeholders.
Able to perform additional or overtime duties during operational exigencies.
Assist ad hoc initiatives / projects as and when delegated by management.
Updates job knowledge by studying new product descriptions; participating in educational opportunities.
Contribute to Continual Improvement in Operations, Customer Journey, and Customer Experience, Product and Campaign re-design initiatives through insights and supporting team and direct managers in ad hoc projects/programmes in the Contact Centre.
Performance Measures:
Adherence to Schedule and Punctuality
Aux breaks
Achieve Quality Score of 90% and above
Average Handling Time
Calls Answered per hour
Cross Sells – Renewal (conversion rate) / New Business enrolment
Cross Sells – Personal Accident
Complaints / Feedback and Compliment
What you’ll need to succeed
Excellent telephone etiquette
Resilient, resourceful, displays strong initiative, self-directed and motivated
Excellent customer service and communication skills
Strong interpersonal skills
Able to articulate thoughts clearly
Fluent in oral and written English
Enjoy problem solving
Customer Service orientation
Able to apply the right level detail to task and initiatives
Relevant customer service experience in contact center environment
Bilingual in English and Bahasa Melayu/Mandarin or Tamil.
Certificate in General Insurance preferred
Health Insurance Certification would be an advantage
Knowledge of Call Center Systems
MS Office Application Suite
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At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.
Enjoy benefits that take care of what matters
At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our…