Customer Care Consultant

About the role

AIG's Customer Care team delivers multi-channel (phone, email, digital) support for Consumer and Commercial products, covering policy servicing, renewals and retention, cancellation rescue, new business and other issuance issues. As a Customer Care Consultant you will work in a team handling voice and non-voice customer service and sales for transactions routed to the Inbound Sales & Service team, promptly, accurately and professionally.

Key responsibilities

• Keep customer interaction records up to date and accurate in the CRM system.
• Meet the Contact Centre KPIs and maintain quality standards, including adherence to schedule, punctuality and quality score of 90% or above.
• Resolve customer problems, feedback and complaints, and feed concerns back to the Team Manager for service improvement.
• Promote and cross-sell products and services proactively to increase productivity and revenue.
• Contribute to continual improvement of operations, customer journey and experience, and to product and campaign redesign initiatives.
• Perform additional or overtime duties and ad hoc projects as needed.

Required profile

• Bilingual in English and Bahasa Melayu/Mandarin or Tamil.
• Relevant customer service experience in a contact centre environment.
• Certificate in General Insurance preferred; Health Insurance Certification an advantage.
• Primarily in-office work, as AIG values in-person collaboration.

Required skills

• Knowledge of call centre systems.
• Microsoft Office suite.
• Excellent telephone etiquette, customer service and communication skills, and clear articulation.