Customer Care Consultant

Customer Care Consultant

At AIG, we are reimagining how we help customers manage risk. Join us as a Customer Care Consultant to contribute to this transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.

Make your mark in the Customer Care team

Our Customer Care team provides multi-channel (phone, email, digital) customer support across all lines of Consumer & Commercial products for policy servicing, renewal & retention, cancellation rescue, new business and other issuance related issues. The team serves our customers through an elevated, personalized experience—our customer-centric framework drives a consistent experience and best practice.

How you will create an impact

This role requires the candidate to work in a team of Customer Care Consultants to perform voice and non-voice customer service and sales for transactions routed to the Inbound Sales & Service team, promptly, accurately and professionally.

Roles and Responsibilities

• Be versatile and embrace change as required in accordance with company vision and mission.
• Ensure timely update of complete and accurate information on customer interactions in the CRM system.
• Maintain and improve quality results by adhering to standards and guidelines; recommend improved procedures.
• Fulfill Contact Centre expectations by meeting KPIs as set out in CCC KPIs.
• Provide high levels of service delivery and contribute to the team’s performance standards.
• Resolve customers’ problems, feedback and complaints by applying appropriate skills.
• Provide feedback on customer concerns to the Team Manager for service improvement.
• Deliver excellent customer service and ensure a positive customer experience during day-to-day activities.
• Promote and cross-sell the company’s products and services proactively when opportunities arise to increase productivity and revenue.
• Maintain positive and professional working relationships with Contact Centre colleagues and stakeholders.
• Be able to perform additional or overtime duties during operational exigencies.
• Assist with ad hoc initiatives/projects as delegated by management.
• Update job knowledge by studying new product descriptions and participating in educational opportunities.
• Contribute to continual improvement in operations, customer journey and experience, product and campaign redesign initiatives through insights and supporting team and managers in ad hoc projects/programs.

Performance Measures

• Adherence to schedule and punctuality
• Auxiliary breaks adherence
• Quality Score of 90% and above
• Average Handling Time
• Calls answered per hour
• Cross-sells – renewal (conversion rate) / new business enrolment
• Cross-sells – personal accident
• Complaints / feedback and compliments

What you’ll need to succeed

• Excellent telephone etiquette
• Resilient, resourceful, with strong initiative and self-motivation
• Excellent customer service and communication skills
• Strong interpersonal skills
• Able to articulate thoughts clearly
• Fluent in oral and written English
• Problem-solving mindset
• Customer service orientation
• Able to apply the right level of detail to tasks and initiatives
• Relevant customer service experience in a contact center environment
• English and Bahasa Melayu/Mandarin or Tamil bilingual abilities
• Certificate in General Insurance preferred
• Health Insurance Certification advantageous
• Knowledge of call center systems
• MS Office applications

Why join AIG

At AIG, our people are our greatest asset. We offer a comprehensive Total Rewards Program that focuses on health, wellbeing and financial security, as well as professional development to support you and your family.

Inclusion and Equal Opportunity

We are committed to creating a culture that respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups. 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 accommodating job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please email candidatecare@aig.com.