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…