About the Role
Are you a high-performing graduate with a passion for customer experience and problem-solving Join Etiqa's Customer Advocacy team and play a key role in resolving customer concerns, driving service improvements, and enhancing customer satisfaction across the organization.
Responsibilities
- Manage and coordinate customer complaints received across the organization.
- Monitor complaint cases through to resolution and ensure compliance with agreed service levels and regulatory requirements.
- Liaise with internal stakeholders to investigate issues and provide effective resolutions.
- Conduct root cause analysis and recommend corrective and preventive actions.
- Maintain accurate complaint records and reporting in the complaint management system.
- Support customer advocacy initiatives to improve customer satisfaction and experience.
- Prepare complaint management and customer advocacy reports for management and regulators.
- Identify opportunities for process improvements and operational excellence.
Qualifications
- Minimum 6As in SPM.
- Bachelor's Degree in any relevant discipline.
- Fresh graduates are encouraged to apply.
- Candidates with 1-2 years of experience in customer service, complaint management, insurance operations, or financial services are welcome.
Required Skills
- Strong communication and interpersonal skills.
- Good written and spoken English and Bahasa Malaysia.
- Customer-focused, analytical, and able to work independently as well as in a team environment.
Preferred Skills
- Experience in Insurance or Takaful industry and business process improvement would be an added advantage.
Why Join Us
- Build your career with one of Malaysia's leading insurance and takaful providers.
- Gain exposure to complaint management, customer advocacy, and regulatory engagement.
- Work closely with stakeholders across the organization.
- Develop valuable skills in customer experience, root cause analysis, and process improvement.
- Make a meaningful impact by helping improve the customer journey.
