customer service (Insurance domain)

Job Title: Customer Care Officer (Mandarin speaker)

Location: Kuala Lumpur

Job Type: Permanent

Shift - 9am/10am until 6PM-7PM

Working days - Monday to Friday

Immediate Joiner are welcome!!

Job Summary:

Key Responsibilities:

· Professionally handle inbound and outbound calls, Live chats and emails from customers and distributors, ensuring a positive and consistent experience.

· Accurately document all interactions and transactions in the CRM database, maintaining up-to-date and comprehensive records.

· Resolve customer and distributor issues efficiently, following up via calls or emails as needed to ensure complete resolution and satisfaction.

· Collaborate with internal departments to address and resolve complex or cross-functional issues promptly.

· Proactively escalate challenging cases to the team leader for additional support and guidance.

· Maintain a high standard of professionalism and empathy in all communications.

Key Competencies:

· Strong communication and active listening skills.

· Problem-solving mindset with attention to detail.

· Comfortable using live chat platforms, CRM systems, and other digital tools to manage customer interactions.

· Ability to multitask and manage time effectively.

· Customer-centric approach and resilience under pressure.

Required Qualifications:

English B2

● Bachelor's degree with knowledge of Life Insurance/Banking

● 1–2 years experience in a Life Insurance contact centre environment.

● Proficient in spoken and written English; additional languages are an advantage.

● Strong computer skills, including experience with CRM systems and Microsoft Office.

● Excellent communication, interpersonal, and problem-solving skills.

● Ability to work in a fast-paced, team-oriented environment.