Full Time Customer Service Jobs, in SRKay Consulting Group Kuala Lumpur - Ricebowl

Key Responsibilities:

• Deliver high quality standards and service levels to serve existing customers to handle health related enquiries via phone calls, emails, chat, mails, faxes and/or social media within the agreed Turn Around Time (TAT) with the objective of achieving highest level of customer satisfaction.
• Responsible to provide first contact resolution (FCR) whenever possible by providing basic troubleshooting and offer appropriate alternative(s). When it is not possible, own customers’ complaints and work closely with respective problem owner to drive resolution.
• Responsible to perform proper escalation including feedbacks and/or complaints to respective unit or Customer Feedback Center for resolution and adhere to Allianz’s Complaint Governance.
• Perform other on and off telephone tasks including but not limited to taking messages, call transfer and hold, providing call backs and follow up calls; reporting and respond in a timely manner to ensure customer satisfaction including multi-channel servicing whenever service level dictates and/or decision by management – especially during Business Continuity Management scenarios etc.
• Proactively recover service lapses to promote customers’ loyalty.
• Proactively educate customers on our available services on the customer portal and/or any other relevant self-servicing platforms which could benefit customer.