The position is responsible to support the organization in driving and managing customers communication, enquiries and complaints via various channels such as chat, social media, phone calls and emails.
The Customer Experience – Complaint Management Executive is responsible for supporting the organization in driving and managing customer communication, enquiries, and complaints through multiple platforms such as chat, social media, phone calls, and emails. This position is vital in our organization as it serves as a critical point of contact for complainants and stakeholders, ensuring that their concerns are addressed appropriately.
- Directs activities to research best practices, establish metrics and collect and analyze CHUBB customer complaint management end to end process which involves following up with internal departments, Agents, Partners and customers directly.
- Must have excellent complaint resolution skills and a high level of patience when dealing with disgruntled customers via email, chat and walk in customers. Strong communication skills are also vital for this job. It is critical that you are comfortable working in a fast-paced environment.
- Lead complaint management process from teams across Contact Center, Customer Service. Quality Assurance, Claims Support and collaborate cross functionally across all other touch points or departments within Chubb Malaysia.
- To investigate, recommend action, and respond to complaints, ensuring the highest Ensure SLAs are being met and KPI’s are adhered and identified gaps in service (potential and/or actual) are pro-actively addressed.
- This function is critical as measuring and addressing shortfalls in service expectations will need to be managed and expected to develop a framework to improve and mitigate customer complaints and reporting to BNM.
- Manage initiatives to implement recommendations arising from complaints investigation or to improve complaints handling.
- Support & manage CHUBB Service Counter BAU activities during off peak hours to ensure the service counter is attended to assist walking customers or agents and other operational back office support functions.
- Ensuring that every customer receives a positive customer experience on every contact upon complaint resolution.
- Recording, tracking, and monitoring complaints across all stages and procedure.
- Working closely with Compliance, Legal and Head of Operations in ensuring all complex or regulatory complaints are managed and closed in on time and best practices in the industry.
- Accountable for adherence to all motor and fire related policies / frameworks / guidelines / SOPs, and for ensuring accurate, timeliness and completeness of work. Repeated lapses or non adherence to policies and procedures will result in performance and consequence management actions in accordance with Company guidelines.
- Ensure adherence to Chubb’s policies and procedures for motor and fire underwriting and processing, which adopted the requirements under Bank Negara Malaysia’s policy document, guidelines and specification letters on ‘Phased Liberalisation of Motor and Fire Tariffs’ and the relevant governance process on pricing, product approval and performance monitoring for motor and fire business.
Qualifications
Over 5 years and above working experience in financial or customer centric technology industry (Banking, Insurance, Telco) and in a Customer Operations role.
Degree or Diploma in any discipline/ AMII.
