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To manage and handle all enquiries and service requests received via CS Call service channel.
Ensure that enquiries and requests are handled within the target service KPI and to deliver positive service experience to customers consistently.
JOB RESPONSIBILITIES
Handling of calls via the call channel within the target service KPI.
Ensure all enquiries and service requests are handled completely, providing first contact resolution or to follow up and resolve within the agreed TAT with customer.
For cases that require more time to resolve, ensure customers are kept informed on the status until it is resolved.
To track & report all incoming calls following the standard tracking procedure daily and on a monthly basis.
All calls must be handled in a professional manner and adhere to the quality guide in responding to emails & chats.
Highlight & escalate to team leader any abnormal issues/incidents that may impact service levels.
Escalate/discuss with team leader any cases not able to resolve/face any challenges with customers or stakeholders.
To adhere and deliver the service KPIs as per the monthly scorecard performance management and strict compliance of SOPs, company and regulatory guidelines/policies & standard requirements.
Back up team members in other service channels when there is a shortage of manpower within the customer service department.
JOB REQUIREMENTS
Diploma or Degree in any and/or related field.
Minimum of 0-2 years' experience in and/or similar role/capacity.
Possess good presentation skills.
IT literate.
Able to work independently and as part of a team.
Self-motivated.
Achieving results, initiative & concern for quality.
Insurance & Superannuation 1,001-5,000 employees
Generali is one of the largest global insurance and asset management providers.
With over 190 years of insurance experience, we now serve 67 million customers in more than 50 countries worldwide.
With a wide network of agents, partners, and branches nationwide, it is one of the largest general insurers in Malaysia, with close to 2 million customers.
It strives to further its ambition of being a trusted lifetime partner and, more importantly, enable people to shape a safer and more sustainable future by caring for their lives and dreams.
From business to home and mobility to health, it offers comprehensive protection solutions to bring genuine value to individuals, families, and businesses.#J-18808-Ljbffr