Chubb Hiring! Full Time Customer Service Representative- Mandarin Speaker in Federal Territory - Ricebowl

Description and Key Responsibilities:

As a Contact Center Associate, you represent the first touchpoint for our customers across phone, chat, and email. Your role is to resolve enquiries efficiently and empathetically, using a balance of product knowledge, script guidance, and common sense. You’re expected to think on your feet, apply sound judgment, and deliver consistently high service while identifying opportunities to improve how we support customers.

Key Responsibilities:

1.Deliver high-quality, first-contact resolution across phone, chat, and email

• Use active listening to fully understand the customer’s needs
• Apply both policy knowledge and personal judgment to resolve enquiries
• Communicate clearly and simply, avoiding jargon while retaining accuracy
• • Ensure the customer leaves the interaction with confidence and clarity

2.Use common sense and practical thinking to tailor responses beyond the script

• Understand the intent behind customer queries and adapt accordingly
• Make judgment calls when templates or scripts don’t fit the situation
• Escalate only when necessary, taking ownership of resolution where possible
• Balance efficiency with empathy, always doing what makes sense for the customer

3.Manage multiple enquiries with accuracy and composure

• Handle concurrent interactions across multiple channels and systems
• Prioritize effectively while maintaining service standards
• Log interactions clearly and follow up promptly when needed

4.Identify service pain points and provide frontline insights for improvement

• Highlight patterns in enquiries, repeated issues, or unclear processes
• Share feedback that supports better scripts, tools, or self-service options
• Participate in team discussions on improving customer experience

5.Uphold service, compliance, and professionalism standards in every interaction

• Adhere to regulatory and internal guidelines
• Maintain customer confidentiality and data security
• Demonstrate reliability, respect, and a customer-first mindset

Qualifications:

• Genuine passion for customer service and practical problem-solving
• Strong common sense and ability to apply good judgment under pressure
• Prior contact center or customer-facing experience preferred
• Insurance knowledge is a plus; training provided
• Fluent in English and/or Mandarin, Cantonese, Bahasa
• Comfortable multitasking across systems, with high attention to detail
• Calm, empathetic, and able to resolve customer concerns independently

Why Chubb?

• Priorities work life balance (Mon-Fri)
• Normal working hours
• Competitive benefits