Associate, Customer Care (Great Eastern Takaful Berhad)

Overview

Get AI-powered advice on this job and more exclusive features. Responsible for managing both incoming and outgoing customer calls in a professional and efficient manner. This role ensures the delivery of accurate information, timely resolution of customer issues, and proper documentation of interactions in compliance with internal policies and regulatory standards. Responsibilities

Respond to customer inquiries, complaints, and feedback through phone, email, or chat channels. Provide accurate product or service information, resolve issues, and deliver effective solutions within the defined Turnaround Time (TAT) and Service Level Agreement (SLA). Accurately document customer interactions and update records to ensure timely and precise communication. Comply with Standard Operating Procedures (SOPs), the Complaint Handling process, and exercise due diligence to ensure all daily and assigned tasks are completed efficiently and in full compliance with the guidelines set by Bank Negara Malaysia (BNM), the Malaysian Takaful Association (MTA), internal compliance standards, and the Takaful Act. Support onboarding of new team members through the buddying system by serving as a reference point and guide. Assist the Supervisor / Head of Customer Care in implementing GETB Takaful certificate rules, ensuring alignment with Takaful principles and good governance practices. Takes accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks. Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company. Highlights any potential concerns / risks and proactively shares best risk management practices. Qualifications

A formal degree or higher qualification in Insurance / Takaful is preferred.

Professional certifications such as AMII, DMII, or LOMA will be considered an added advantage. Candidates with a minimum of 2 years of experience in Customer Service are preferred. Fresh graduates with exceptional communication skills may also be considered. Strong analytical skills, proactive mindset, and a team player. Demonstrates a results-driven approach, excellent communication abilities, and relationship-building capabilities. Well-organized, adaptable, people-oriented, and committed to delivering exceptional customer service. High level of integrity, takes accountability of work and good attitude over teamwork. Takes initiative to improve current state of things and adaptable to embrace new changes. Employment and other notes

We are focusing on the role’s responsibilities and qualifications as listed above. For recruitment agency policies, please refer to internal guidelines. This description reflects current expectations and duties and may be updated as needed.

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