Agent Servicing - Customer Service RepresentativeChubb • Kuala Lumpur, Kuala Lumpur, Malaysia
Agent Servicing - Customer Service Representative
Chubb • Kuala Lumpur, Kuala Lumpur, Malaysia
1 hari lalu
Penerangan pekerjaanEnsure all agent verification follows PDPA and company authentication standards. Comply with Chubb Singapore internal controls, audit, and MAS documentation governance. Protect all sensitive customer and agent information in accordance with Chubb Singapore and market policies. Escalate any data discrepancy, risk, or policy deviation to the Team Lead immediately for review. Achieve defined service targets including turnaround time, accuracy, and first contact resolution. Maintain operational discipline in managing daily queues, documentation, and system updates. Actively monitor performance dashboards and report issues impacting SLA or quality. Contribute to service improvement actions through identification of efficiency and process optimisation opportunities. Work closely with Operations, QA, and Technology teams to improve end‑to‑end agent servicing and digital adoption. Provide structured feedback on recurring agent issues, system defects, or workflow gaps to support continuous improvement. Promote agent self‑service enablement and adoption of digital tools for a more seamless experience. Support agents in meeting their CPD requirements by providing information, reminders, and guidance using the relevant portals. Minimum 2–3 years’ experience in customer service, agent servicing, or contact centre operations within insurance or financial services. Proficient in Microsoft Office and CRM or case management systems. Understanding of PDPA, data governance, and MAS regulatory requirements would be advantageous. Strong written and verbal communication skills and ability to manage agent interactions professionally. Ability to priorities and balance multiple tasks while maintaining quality standards.
Agent Servicing - Customer Service Representative
At Chubb, we’re looking for a dedicated Agent Servicing Customer Service Representative to support our valued distribution partners and agents. In this role, you’ll be the go‑to expert, helping agents succeed as they represent Chubb’s trusted products.
You’ll thrive in a collaborative environment where your attention to detail, problem‑solving skills, and commitment to excellence will make a real impact.
Key Responsibilities
- Handle inbound calls, emails, and chat enquiries from agents related to topics such as claims, financial enquiries and product information.
- Log all agent interactions accurately in CRM systems ensuring traceability, completeness, and audit readiness.
- Provide clear, professional, and timely responses to agent requests; elevate complex cases following defined escalation protocols.
- Support service recovery and resolution tracking to ensure positive agent experience and reduced rework.
- Keep Agents informed and engaged by sending timely communications, including monthly birthday greetings and important updates.
Accuracy, Compliance and Data Protection
Performance and Productivity Discipline
Collaboration and Continuous Improvement
Required Skills & Experience
Seniority level
Associate
Employment type
Full‑time
Job function
Customer Service
Industries
Insurance
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