Customer Service Representative (Contact Centre)

Provide exceptional service to customers via servicing channels ie inbound phone calls, emails, faxes, social media channels

• Provide exceptional service to customers via servicing channels
• Understand, research, identify and resolve customer’s complaint and proactively perform service recovery
• 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

• Minimum high school or diploma holder
• 2 years + contact centre experience but not mandatory
• Language proficiency in English and Bahasa Malaysia
• 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

• 401k matching
• Health insurance
• Flight privileges

American International Group, Inc. (AIG) is a leading global insurance organization