Customer Care Consultant

About the role

AIG's Customer Care team provides 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 CCC KPIs and maintain quality standards, recommending improvements where needed
• Resolve customer problems, feedback and complaints and feed concerns back to the Team Manager
• Promote and cross-sell products and services to increase productivity and revenue
• Contribute to continual improvement of operations, customer journey and experience, and to ad hoc projects and campaigns
• Perform additional or overtime duties and assist ad hoc initiatives as delegated

Required profile

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

Required skills

• Call center systems and MS Office application suite
• Excellent telephone etiquette, customer service and communication skills
• Fluent oral and written English