Senior Executive, Customer Experience (Insurance)

Senior Executive, Customer Experience (Insurance)

Hyppies Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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We’re looking for a dedicated and empathetic Senior Executive, Customer Experience to join one of the leading Insurance companies. In this role, you’ll proactively reach out to customers who have shared feedback or concerns, ensure their issues are addressed, and identify opportunities for improvement.

Key Responsibilities

• Monitor customer feedback and survey responses to identify cases that need follow-up.
• Review and organize relevant information to support timely and effective action.
• Work closely with internal teams to check on ongoing actions and decide if direct customer contact is required.
• Conduct outbound calls to address feedback, resolve issues, and gather insights to improve the customer experience.
• Document and summarize key findings, escalating matters that need further attention.
• Prepare and share periodic feedback summaries or reports with management for review.
• Maintain professionalism, empathy, and courtesy in every customer interaction.
• Ensure all customer engagement activities meet internal policies and service standards.
• Assist in other initiatives aimed at enhancing service quality and operational efficiency.

What You’ll Bring

You’ll be part of a supportive and passionate team that believes every customer interaction matters. If you’re looking for a role where your work truly impacts how customers feel and engage with a brand — this is the place for you.

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