Our client, a growing insurance company, is looking for Customer Service Support Officers to support its operations.

Our client, a growing insurance company, is looking for Customer Service Support Officers to support its operations.

Job Purpose:

The Customer Service Support Officer (CSSO) plays a frontline role in delivering fast, responsive, and customer-centric support to clients across multiple channels, including phone, live chat, WhatsApp, and social media.

As part of the frontline team, CSSOs are often the first point of contact for customers and are responsible for managing both general inquiries and urgent requests.

This position operates on a 24/7 rotational shift basis and may include remote working, depending on operational needs. This role also supports the proactive acquisition of new business by handling leads, providing quotations, and assisting with client onboarding, helping to drive growth and customer retention.

Key Responsibilities:

1. Customer Support

• Respond to customer queries via phone, live chat, WhatsApp, email, and social media platforms.
• Handle urgent requests related to accidents and insurance claims, providing calm and effective assistance.
• Coordinate with internal departments and service providers to support clients in emergency situations.

2. Claims Liaison

• Act as the primary first point of contact between clients and the Claims Department.
• Support customers in arranging services such as towing, vehicle repair, or temporary replacement vehicles.

3. New Business Acquisition

• Engage with prospective clients through various lead sources (inbound inquiries, referrals, marketing campaigns).
• Provide customized insurance quotations and guide customers through the onboarding process.
• Ensure smooth handover from lead stage to active policyholder, contributing to business growth.

4. Customer Retention

• Educate customers on their policy details and claims processes.
• Maintain regular communication with clients to build trust and foster loyalty.
• Handle post-claim support and provide guidance on future coverage needs.

5. Administrative and Operational Support

• Accurately log all customer interactions and claim-related actions in the CRM.
• Support front desk responsibilities when required, including walk-in inquiries or documentation assistance.

• Provide back-office support to other departments as and when required.
• Assist in preparing internal reports related to customer feedback, lead management, and claims follow-up.

Job Requirements:

• Higher School Certificate (HSC) or equivalent.

• 1–2 years in a customer service role, preferably with experience in motor insurance or emergency assistance.

• Familiarity with CRM systems.
• Comfortable using communication platforms (e.g., WhatsApp, Live Chat, social media).
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Basic understanding of motor insurance products and claims processes.
• Knowledge of customer service best practices.

Behavioral Competencies:

• A customer-centric mindset with strong interpersonal and communication skills.
• Ability to manage high-pressure situations calmly and efficiently.
• Team player with a proactive and results-driven attitude.
• Strong organizational skills and attention to detail.

Proactive reserves the right: 

• To call only the shortlisted candidates for interview. 
• Not to make any appointment following this advertisement nor to assign any reason whatsoever for accepting or rejecting any candidate.