Contact Centre Associate (Fresh graduates interested with customer service are highly encouraged to apply!)

Discover the GREAT in your career.

As a LIFE company, our customers are at the heart of all that we do. Being one of Asia’s leading insurer for over a century, we have built a long-lasting legacy of trust with our customers over many generations. At the foundation of this trust is Integrity, Initiative, and Involvement – from the way we treat every customer relationship with honesty and transparency, to our proactive approach of delivering the best possible solutions in both life and general insurance.

Integrity, Initiative, and Involvement is what guides us. It is what makes us do the right thing, take the lead, and choose ‘we’ over ‘me’. Our mission is to make life great for our customers because we understand what matters most to them, and we know how to help them protect it.

If you are looking to grow in an exciting career filled with opportunities and potential, we are seeking an ideal candidate to join our team as a Contact Centre Associate.

Job Purpose

To provide prompt & efficient service to customers/agents via Contact Centre and ensure that the customers/agents expectations are being fulfilled.

The Job

• Handle customers / agents enquiries regarding policy matters in a clear, accurate and timely manner for all channel.
• To deliver quality service to customers / agentsand meet the minimum rating of the soft skill evaluation for all channels.
• To meet the individual targets for Contact Centre and ensure that the service level are met.
• To liaise effectively with other members of the Contact Centre and other departments to resolve enquiries / requests, where applicable.
• Equipped and knowledgeable in all areas such as Product Knowledge, Procedures, Guidelines, Services and customer handling skills.
• Adherence to schedule on and occupancy in the Contact Centre.
• Competent and able to provide reference to new Contact Centre Officer through call buddying.
• To participate in training to ensure continuous enhancement of skills and knowledge to deliver quality service.
• To perform other responsibilities and duties periodically / any ad-hoc duties assigned by the supervisor to meet operational and/or other requirements.
• Takes accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
• Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company.
• Highlights any potential concerns /risks and proactively shares best risk management practices.

Our Requirements

• Tertiary qualification preferably in Communication, Management, Business Administration or Insurance.
• Added advantage: ALMI, FLMI or Diploma in MII or part ACII, AMI.
• At least 2 - 3 years of working experience in a Life Insurance or financial industry and preferably with a Customer Service or Call Centre background.
• Key Competencies (Including but not limited to): Good communication skills (written & verbal), Strong Customer Service focus and attitude, Problem & Conflict Resolution skills, Team Work, Accountability and Basic PC knowledge.
• High level of integrity, takes accountability of work and good attitude over teamwork.
• Takes initiative to improve current state of things and adaptable to embrace new changes.

Location: Great Eastern Malaysia, HQ

Entity: Great Eastern Life Malaysia

Employment Type: Permanent

To all recruitment agencies: Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.

About Great Eastern

Established in 1908, Great Eastern places customers at the heart of everything we do. Our legacy extends beyond our products and services to our culture, which is defined by our core values and how we work. As champions of Integrity, Initiative and Involvement, our core values act as a compass, guiding and inspiring us to embrace the behaviours associated with each value, upholding our promise to our customers - to continue doing our best for them in a sustainable manner.

We work collaboratively with our stakeholders to look for candidates who exhibit or have the potential to embrace our core values and associated behaviours, as these are the key traits that we expect from our employees as they develop their careers with us.

We embrace inclusivity, giving all employees an equal opportunity to shine and play their role in exploring possibilities to deliver innovative insurance solutions.

Since 2018, Great Eastern has been a signatory to the United Nations (UN) Principles of Sustainable Insurance. Our sustainability approach around environmental, social, and governance (ESG) considerations play a key role in every business decision we make. We are committed to being a sustainability-driven company to achieve a low-carbon economy by managing the environmental footprint of our operations and incorporating ESG considerations in our investment portfolios; improving people’s lives by actively helping customers live healthier, better and longer; and drive responsible business practices through material ESG risk management.