Customer Care Executive Contact Center

Customer Service Representative (Contact Centre)

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

General Insurance

General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.

About the role

What you need to know:

Job Description

Key Job Responsibilities

• Provide exceptional service to customers via servicing channels ie inbound phone calls, emails, faxes, social media channels
• Understand, research, identify and resolve customer’s complaint and proactively perform service recovery by understanding customers’ needs and concerns
• Drive first contact resolution by focusing on resolving customer's inquiries during the first interaction
• Proactive in discovering opportunity for process improvement and actively participate in the process improvement activities.
• Ensure retention of customers by discouraging cancellation and propose a solution that will suit customer's need
• Document all customer’s contact and interaction information according to standard operating procedures
• Recognize, document and alert the management team of trends in customer’s calls and contacts
• Follow up customer calls where necessary to ensure full resolution
• Proactively upsell or cross sell products and services by recognizing customer’s needs
• Other duties as assigned

What we’re looking for: Requirement

• Minimum high school or diploma holder
• 2 years + contact centre experience but not mandatory
• Language proficiency in English and Bahasa Malaysia. Knowledge of additional language/dialect is an added advantage
• Excellent listening, verbal and written communication skills
• Proficient in relevant computer applications and ability to navigate through multiple systems at any given time
• Knowledge of customer service practices and principles
• Ability to multitask and handle stressful situation appropriately
• Ability to adapt in a fast-paced working environment
• Ability to think critically and creative problem solver
• Team player with positive attitude
• Able to work staggered workhours and lunchbreaks whenever necessary according to operational needs

We are an Equal Opportunity Employer

It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. 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. At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

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 benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides 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.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to [email protected].

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