Executive – Call Centre Customer Experience

Jawatan Kosong Executive – Call Centre Customer Experience di [SYARIKAT]


JOB (Brief Description)

  • To provide an excellent customer service through emails and Telephony Call Centre functions, focusing to resolve customer’s queries at the first point of contact by ensuring customers receive a prompt and courteous service.
  • Job function includes attending enquiries with problem solving abilities from all available channels especially telephone or email regardless agent/client/internal/external including branches in relation to company’s products such as General Insurance products (both Motor and Non-Motor) including claims related matters.
  • Self-monitoring by updating productivity reports through available system provided.
  • Adheres to all policies, guidelines and/or policies and with adaptive nature to change of guidelines according to circumstances from time to time.
  • Other duties that might be assigned or request from time to time.


  • Prioritize on assigned duties not limited to generate product quotation and submission, reconciliation of premium by ensuring no outstanding of payment (debit and credit), general enquiries and claims support.
  • Handle customer inquiries both telephonically, email or other touchpoints in relation to General Insurance products (Motor and Non-Motor) and Claims.
  • Provide customers with accurate product and service information.
  • Attend to all manner of customers’ enquiries including solutions to customer (internal & external) and intermediaries who contact General line and Hotline requesting for Company’s services.
  • Attend to all manner of enquiries including solutions as assigned by Assistant managers or Mangers.
  • Identify and escalate priority issues with reference to Standard Operating Procedures.
  • Route calls to appropriate staff/department.
  • Ensure company underwriting guidelines, procedures and instructions are strictly followed.
  • Obtain relevant document and information from policyholders to quote for Motor (new & renewal) and Non-Motor (retail) if customer wish to purchase direct. As for Non-Motor (commercial business) Call Centre will then transfer the call or email to relevant department to handle.
  • Calculate premium and establish payment method.
  • To ensure daily collection (cash & credit card) tally with system and comply to Cash-Before-Cover regulations.
  • Analyse customer’s complaints and recommend solutions and escalate to the respective department. Record details of the complaints and action steps that were taken.
  • Assist counter as and when required.
  • Complete call logs.
  • Duties and responsibilities to be expand based on department growth and manpower structuring from time to time.

JOB specification

1. Qualification

  • Degree/ Diploma/ Professional Qualifications or equivalent. Those without degree must have at least 3 years working experience.

2. Experience

  • Fresh graduate with either of above qualifications.
  • Qualification equivalent with min 1-3 years experienced in General Insurance.

3. Skills

  • Excellent verbal and written communication skills.
  • Prompt and confidence in speaking with customers in English, Bahasa and Mandarin/Tamil. Mandarin is an added advantage.
  • Knowing other dialects will be at advantage.
  • Customer satisfaction through attentive attitude and problem-solving capabilities.
  • Adaptability with stress tolerance towards demanding customers, or complaint handling.
  • Team player and willingness to learn.

Maklumat Tambahan Jawatan Kosong

Tahap Pekerjaan : Junior Executive
Kelayakan : Services, Customer Service
Pengalaman Kerja : 1 year
Jenis Kerja : Full-Time
Pengkhususan Kerja : Services, Customer Service / 505, 134

Maklumat Syarikat Majikan, [SYARIKAT]

Berjaya Sompo Insurance Berhad

Berjaya SompoSompo Japan Nipponkoa Group collaborates with the Berjaya Group in building up a renowned brand with stronger presence in Malaysia’s general insurance industry. As one of the leading general insurance companies in Malaysia with a network of 22 offices nationwide that serves over a million customers, Berjaya Sompo strives to provide the best insurance solutions and services to our customers. With our strong financial background and consistent comparative global insights, we have increased our paid-up capital to over RM100 million way before the enforcement of the regulatory requirement for all insurance companies in Malaysia.Our JourneyOur culture of prioritizing world-class services dates back to 1974, when the Company started as an overseas branch office for one of the international insurance companies. As the Company continues to progress towards the new millennium, things began picking up in 1991, when the Company officially changed its name to Berjaya General Insurance Sdn. Bhd. and converted to a public company in 1997. And by 1999, Berjaya General Insurance Berhad becomes 100% owned by Berjaya Capital Berhad.

In 2006, Sompo Japan Insurance Inc. purchased 30% equity stake in the Company from Berjaya Capital Berhad. Subsequently, we changed our name to Berjaya Sompo Insurance Berhad to reflect the strategic alliance between Berjaya Capital Berhad and Sompo Japan Insurance Inc. In 2011, Sompo Japan Insurance Inc. acquired a further 40% equity interest in the Company, thus making Berjaya Sompo Insurance Berhad a 70% owned subsidiary of Sompo Japan Insurance Inc.Sompo Japan Insurance Inc. is a member of Sompo Japan Nipponkoa Holdings Inc. which is listed on the Tokyo Stock Exchange and Osaka Securities Exchange. The Sompo Japan Nipponkoa Group boasts a global business network encompassing 231 cities in 32 countries and regions, including Europe, the Middle East, North America, Central and South America, Asia, Oceania and Africa. The advantage of having Sompo Japan Nipponkoa as our major shareholder is immense, ranging from a stronger global presence to an enlarged pool of world-class expertise and experience.

Maklumat Tambahan Syarikat [SYARIKAT]

Saiz Syarikat : 501 – 1000 Employees
Masa Pemprosesan Permohonan : 27 days
Industri : Insurance
Elaun dan Lain-lain : Dental, Education support, Medical, Vision, Casual (e.g. T-shirts), Semi Flexi working hour
Lokasi : Petaling Jaya