Get to know the business

General Insurance is a leading provider of insurance products and services for commercialand 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 througha diversified, multichannel distribution network.

About the role

What you need to know:

• Ensure adaptability of new hires and their performance achieved to company requirements and set KPI.

• Handle and resolve difficult customer situations escalated from CCC by resourcefulness and creative in sourcing for solutions to complete task at hand with amicable results.

• Provide high levels of service delivery and contribute to expected team performance standard

• Maintain amicable work relationship with Call Center colleagues and business partners.

• Perform duties as an Acting Team Manager as and when required in the absence of Team Manager.

• Proactively seek feedback to facilitate improvements in customer service satisfaction and operational efficiency.

• Collaborate with the new hire or peers and Team Manager when formulating an action plan

• Assist ad hoc initiatives / projects / testing and implementation of new projects as and when delegated by management with versatility and focus to achieve the best possible results.

• Update complete and accurate information on customer interaction in the Customer Relationship Management (CRM) system.

• Fulfill Call Centre expectations by meeting KPIs as set out in CEE KPIs.

• Role model to New hires and peers with excellent performance to case handling, initiatives and process improvements

• Coordinate changes with all parties (internal or external parties) to achieve maximum results required.

• Promote/cross-sell the company’s products and services proactively when opportunity arises

• Perform additional or overtime duties during operational exigencies.

• Able to apply the right amount of detail in coaching / review with new hires

Performance Measures

• Resourcefulness in case handling and projects assigned

• Complaints / Feedback and Compliment

• Productive coaching

• Briefing frequencies to new hires

• Adherence to Schedule and Punctuality

• Aux breaks

• Achieve Quality Score of 90% and above

• Average Handling Time

• Case handled within stipulated time frame

• Cross Sells – Renewal (conversion rate) / New Business enrolment

• Cross Sells – Personal Accident

What we’re looking for:

• GCE O-Level to Diploma/Degree and equivalent or relevant Contact Centre customer service experience.

• Bilingual in English and Bahasa Melayu/Mandarin or Tamil.

• Certificate in General Insurance preferred

• Health Insurance Certification would be an advantage

• Knowledge of Call Center Systems

• MS Office Application Suite

• Excellent customer service and communication skills

• Strong interpersonal skills

• Fluent in oral and written English

• Problem analysis and problem solving

• Customer service orientation

• Resilient, resourceful, displays strong initiative, self-directed and motivated.

• Able to apply the right level detail to task and initiatives

#LI-RO1

We are an Equal Opportunity Employer

American International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its policies and procedures reflect this commitment. 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 such as sexual orientation. 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.

To learn more please visit: https://www.aig.com/about-us/diversity-equity-and-inclusion

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please send an email to candidatecare@aig.com . Reasonable accommodations will be determined on a case-by-case basis.

Functional Area:

OP - Operations

Estimated Travel Percentage (%): No Travel

Relocation Provided: No

AIG Asia Pacific Insurance Pte. Ltd.

At AIG, helping people discover new potential is our purpose. As a global risk leader, we do this for our clients every day. Through our deep expertise in their industries and our innovative solutions that help them smartly manage risk, we enable their growth in ways they never thought possible.

But we also do the same thing for our employees, because we know our people are our greatest strength-the source of every insight, every idea and every innovation. When we're working as one team to do what's right for our colleagues and our communities, we can achieve excellence together. We encourage colleagues to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.

Join our Talent Network (http://www.aig.com/careers/life-at-aig/join-the-talent-network) . Additional information about AIG can be found at www.aig.com | YouTube (http://www.youtube.com/aig) | Twitter (http://www.twitter.com/AIGInsurance) | LinkedIn (http://www.linkedin.com/company/aig) .