Customer Care Executive Contact Center

Customer Service Representative (Contact Centre)

AIG Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

AIG is a leading global insurance organization offering a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries.

About The Role

The Customer Service Representative will provide exceptional service to customers via inbound phone calls, emails, faxes, and social media channels, ensuring first contact resolution and proactive service recovery. The role includes process improvement initiatives, upselling or cross‑selling, and documentation of all customer interactions according to SOPs.

Key Job Responsibilities

• Provide exceptional service to customers via servicing channels (i.e. inbound phone calls, emails, faxes, social media channels)
• Understand, research, identify and resolve customer complaints and proactively perform service recovery by understanding customers’ needs and concerns
• Drive first contact resolution by focusing on resolving customer inquiries during the first interaction
• Proactively discover opportunities for process improvement and actively participate in the process improvement activities
• Ensure customer retention by discouraging cancellation and propose suitable solutions that meet customer needs
• Document all customer contacts and interaction information according to standard operating procedures
• Recognize, document and alert the management team of trends in customer calls and contacts
• Follow up customer calls where necessary to ensure full resolution
• Proactively upsell or cross‑sell products and services by recognizing customer needs
• Other duties as assigned

Requirements

Equal Opportunity Employer

American International Group, Inc., its subsidiaries and affiliates are Equal Opportunity Employers. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. If you need reasonable accommodations, please email .

Benefits

AIG offers a comprehensive Total Rewards Program including health, wellbeing and financial security benefits, as well as professional development opportunities.

Functional Area

Operations (OP)

Employment Type

Full‑time

Entry Level

Job Function

Other – Insurance

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