Customer Care Consultant

At AIG, we are reimagining the way we help customers to manage risk. Join us as a Customer Care Consultant to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.

Make your mark in Customer Care team

Our Customer Care team provides multi-channel (phone, email, digital) customer support across all lines of Consumer & Commercial products for policy servicing, renewal & retention, cancellation rescue, new business and other issuance related issues. The team serves our customers through an elevated, personalized experience – our customer-centric framework drives a consistent experience and best practice.

How you will create an impact

This role requires the candidate to work in a team of Customer Care Consultant  to perform voice and non voice customer service and sales for transactions routed to the Inbound Sales & Service team, promptly, accurately and professionally.

Roles and Responsibilities Include:

• Versatile and to embrace change as and when required in accordance to company vision and mission.

• Ensure timely update of complete and accurate information on customer interactions in the Customer Relationship Management (CRM) system.

• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.

• Fulfill Contact Centre expectations by meeting KPIs as set out in CCC KPIs.

• Provide high levels of service delivery and contribute to expected team performance standard.

• Ensure resolution provided, resolve customers’ problems, feedback and complaints by applying appropriate skills.

• Feedback customer’s concerns to Team Manager for service improvement

• Deliver excellent customer service and ensure a positive customer experience during conduct of day to day activities.

• Promote/cross-sell company’s products and services proactively when opportunity arises to increase productivity and revenue generations.

• Maintain positive and professional working relationship with Contact Centre colleagues and stakeholders.

• Able to perform additional or overtime duties during operational exigencies.

• Assist ad hoc initiatives / projects as and when delegated by management.

• Updates job knowledge by studying new product descriptions; participating in educational opportunities.

• Contribute to Continual Improvement in Operations, Customer Journey, and Customer Experience, Product and Campaign re-design initiatives through insights and supporting team and direct managers in ad hoc projects/programmes in the Contact Centre.

Performance Measures:

• Adherence to Schedule and Punctuality

• Aux breaks

• Achieve Quality Score of 90% and above

• Average Handling Time

• Calls Answered per hour

• Cross Sells – Renewal (conversion rate) / New Business enrolment

• Cross Sells – Personal Accident

• Complaints / Feedback and Compliment

What you’ll need to succeed

• Excellent telephone etiquette

• Resilient, resourceful, displays strong initiative, self-directed and motivated

• Excellent customer service and communication skills

• Strong interpersonal skills

• Able to articulate thoughts clearly

• Fluent in oral and written English

• Enjoy  problem solving

• Customer Service orientation

• Able to apply the right level detail to task and initiatives

• Relevant customer service experience in contact center environment

• Bilingual in English and Bahasa Melayu/Mandarin or Tamil.

• Certificate in General Insurance preferred

• Health Insurance Certification would be an advantage

• Knowledge of Call Center Systems

• MS Office Application Suite

#LI-RO1

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities.  If you believe you need a reasonable accommodation, please send an email to candidatecare@aig.com.  

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