Techsap Asp Hiring! Full Time Executive, Digital Services Support (12 Months) in Federal Territory, Earn up to MYR 4,200 - Ricebowl

Job summary:

Handle outbound engagement to drive insurance policy renewals, managing cases end-to-end to ensure timely conversion and a smooth customer experience. Support inbound calls and digital enquiries as needed, contributing to retention, customer satisfaction, and contact centre performance while maintaining compliance standards.

Key Responsibilities:

Outbound Renewal Follow‑Up & Customer Engagement

• Proactively contact existing customers via outbound calls to follow up on upcoming or lapsed policy renewals.
• Explain renewal options, coverage details, and address customer questions professionally and confidently.
• Drive renewal conversion while maintaining a customer‑centric and compliant approach

Policy Renewal Fulfillment & Case Ownership

• Manage end‑to‑end renewal fulfilment including documentation, endorsements, payment confirmation, and system updates.
• Ensure accuracy and completeness of renewal processing in accordance with SOPs.
• Demonstrate strong ownership by tracking cases until full completion and resolution

CRM / SCRM Case Management

• Log all outbound and inbound interactions accurately in CRM/SCRM with correct categorisation and detailed notes.
• Maintain proper audit trail, documentation, and case updates in line with operational standards.

Inbound Support - Calls & Digital Channels (Secondary)

• Provide back‑up support for inbound calls, emails, and digital enquiries when required due to volume spikes, absence, or operational needs.
• Handle customer enquiries professionally while meeting SLA and quality expectations

Customer Experience & NPS

• Deliver high‑quality, empathetic, and professional interactions across all customer touchpoints.
• Contribute to customer retention and positive experience in support of Company NPS targets

SLA, Quality & Compliance

• Meet defined SLA, QA, and productivity targets for both outbound and inbound activities.
• Adhere strictly to company policies, SOPs, regulatory, data privacy, and information security requirements.

Team & Operational Support

• Support cross‑functional tasks and initiatives within Customer Service when required.
• Participate in UAT, process improvement, or service enhancement initiatives.

Pay: RM3,500.00 - RM4,200.00 per month

Work Location: In person