Your new company

This company is one of the country's leading Takaful operator who provides financial security to families and communities across Malaysia. With an aggressive growth plan and the vision to become a better leader in its field, the company is currently hiring a Senior Manager, Contact Centre & Customer Experience.

Your new role

You will be responsible for managing the front-line Customer Service team to manage/support enquiries, complaints and SMS communications from/to Customers & Agents in relations to all company’s products & campaigns, services, claims, solutions, etc. and ensure the team meets the service level & quality KPIs target to achieve the best customer experience. You will need to ensure strategic initiatives/projects are delivered within the defined timeline; active participation Product Implementation activities to support/achieve company’s goals and work very closely with all stakeholders/departments across the Marketing, Distribution, Operations, Compliance departments etc.

What you'll need to succeed

• A basic degree with at least 5 years of working experience in Life insurance/Takaful environment, possess in-depth knowledge of the different insurance products (and their functionalities / technicalities) and operational processes

• Customers focused with excellent problem-solving skills, the ability to work with a positive attitude & excel under pressure

• Great leadership, with excellent communication/influential skills

• Possess good analytical skills and forward-looking ability to strive for excellence

• Self-motivated, able to motivate and develop others, love challenges and working with people

• Articulate and proficient in written and spoken English, Mandarin speaking will be an advantage

• Experience in Outbound and Telemarketing is an advantage.

What you'll get in return

• Specialised in Customer Experience and Contact Centre

• Challenging yet exciting career in the insurance industry

• Stable platform to enhance your exposure

• A competitive package and performance-based bonus structure with consistent career development
  
  What you need to do now

If you are interested in this role, click “apply now” and forward your up-to-date CV. For further details or you would like to have a confidential discussion on other opportunities in insurance industry, please contact Kher Yiing at Hays by emailing kheryiing.loh@hays.com.my.