Job Brief:

This role is responsible for managing and resolving customer inquiries, complaints, and requests related to products, claims, and services. This includes timely issue resolution, complaint management, maintaining customer confidentiality, and collaborating with internal teams. The individual will also track and report on performance metrics and participate in process improvement initiatives to enhance customer experience.

Job Responsibilities:

Ensure customer enquiries/ requests in relation to products, claims, services etc are attended to and resolved within the set turnaround time.
Complaint Management including escalation of case to Manager, respective stakeholders, fact-findings, and providing appropriate solutions within the set timeframe and provide periodic updates to complainant on case progress till resolution according to guidelines.
Ensure and protect customers confidentiality and interest and ensuring compliant to PDPA regulations and other related guidelines.
To liaise with other business and functional stakeholders in resolving customers enquiries/request.
Maintaining proper tracking records on all enquiries/complaints received with resolution and service response time.
Participate in continuous improvement activities that aim to improve the customer experience.
Perform any other duties or tasks assigned by the manager.

Job Requirements:

Deliver an excellent customer experience.
Assist customers and ensure their queries and requests are attended to promptly.
Ensure customers are always treated with respect and care.

Diversity & Inclusion Commitment:

The Company is committed to providing equal employment to all individuals regardless of their race, colour, religion, gender, sexual orientation, gender identity, national origin, age, disability, marital status or any other characteristic protected by applicable laws.

We try make sure everyone has a fair chance to work with us, no matter where they're from or who they are. We believe having different kinds of people on our team makes us better and more creative. Our friendly environment is all about treating every person with respect and making sure everyone's ideas count. We want people from all walks of life to apply and be part of our mission to create a place where everyone is welcome and valued.

Customer Excellence Associate