Customer Care Consultant

About the role

Join AIG’s Customer Care team to provide multi‑channel support for consumer and commercial insurance products. You will handle inbound voice and non‑voice interactions, helping customers with policy servicing, renewals, cancellations and new business enquiries while delivering a personalized experience.

Key responsibilities

• Respond to customer inquiries via phone, email and digital channels in a timely and accurate manner.
• Update and maintain complete interaction records in the CRM system.
• Meet or exceed contact‑centre KPIs such as quality score, handling time and call volume.
• Resolve customer problems, feedback and complaints, escalating when necessary.
• Promote and cross‑sell AIG products and services when appropriate.

Required profile

• Excellent telephone etiquette and strong communication skills.
• Resilient, self‑motivated and able to work independently.
• Fluent in written and spoken English; additional language (Bahasa Melayu, Mandarin or Tamil) is a plus.
• Prior experience in a contact‑centre or customer‑service environment.
• Ability to handle overtime or additional duties during peak periods.

Required skills

• Proficiency with Call Center Systems.
• Strong knowledge of MS Office Application Suite.
• Experience using CRM platforms for logging customer interactions.