Manage large amounts of incoming and outgoing calls/ emails and walk-in
Generate sales leads
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/customer service team service targets and interaction handling quotas
Handle customer feedback, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers

QUALIFICATIONS / EXPERIENCE

Bachelor of degree or equivalent, in any discipline
At least 5 years working experience with 3 years in customer service-related functions
Worked in a financial institution is preferred
Good understanding / knowledge of insurance or family takaful

KNOWLEDGE & TECHNICAL SKILLS

Track record of over-achieving quota
Strong phone contact handling skills and active listening
Familiarity with CRM systems and practices
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize, and manage time effectively
Excellent English and Bahasa Malaysia communication skills

FWD Takaful

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