Customer Excellence Associate

Job Brief:

The Customer Excellence Associate is responsible for delivering timely, accurate, and professional customer support across products, claims, and services through approved communication channels. The role focuses on managing customer enquiries and complaints in accordance with established turnaround times (TAT), service standards, and regulatory requirements, while ensuring a positive customer experience and supporting continuous service improvement.

Job Responsibilities:

Customer Enquiries & Service Support

• Attend to customer enquiries and service requests related to products, claims, and services through approved communication channels within established turnaround times (TAT).
• Provide clear, accurate, and professional responses to customers in line with company service standards.
• Ensure timely follow-ups and updates to customers on the status and progress of enquiries until resolution.

Complaints Management

• Handle customer complaints by conducting basic fact-finding and preliminary assessment of issues.
• Coordinate with internal stakeholders and functional teams to support complaint resolution.
• Escalate complex or sensitive cases to the Manager in accordance with complaints handling procedures and escalation guidelines.
• Ensure complaints are managed fairly, consistently, and within regulatory and internal requirements.

Compliance & Data Confidentiality

• Ensure all customer information is handled with strict confidentiality and in compliance with the Personal Data Protection Act (PDPA) and other applicable regulatory guidelines.
• Adhere to internal policies, procedures, and controls when handling customer interactions and records.

Documentation & Reporting

• Maintain accurate, complete, and up-to-date records of all customer interactions, enquiries, and complaints, including response and resolution timelines.
• Support service performance tracking and reporting by ensuring data accuracy and proper documentation in relevant systems.

Continuous Improvement & Collaboration

• Liaise with internal business units and functional teams to facilitate timely resolution of customer issues.
• Participate in service improvement initiatives aimed at enhancing customer experience, service quality, and operational efficiency.
• Contribute feedback and insights from customer interactions to support process and service enhancements.

Other Responsibilities

• Perform any other duties or tasks as assigned by the Manager in support of team and business objectives.

Job Requirements:

Qualifications & Experience

• Diploma or Bachelor's Degree in Business Administration, Customer Service, Insurance, or a related field.
• Prior experience in customer service, call centre, insurance operations, or complaints handling is an advantage.
• Exposure to SLA-driven environments and regulated industries (e.g. insurance or financial services) is preferred.

Skills & Competencies

• Strong communication and interpersonal skills.
• Customer-centric mindset with good problem-solving abilities.
• Ability to manage multiple enquiries and meet turnaround times in a fast-paced environment.
• High attention to detail and accuracy in documentation.
• Basic understanding of PDPA and data confidentiality principles.

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 all walks of life to apply and be part of our mission to create a place where everyone is welcome and valued.