We are seeking a talented individual to join our Contact Centre team at Marsh & McLennan Asia Business Services (MMABS). This role will be based in our Pavilion Damansara Corporate Towers, Kuala Lumpur office. This is a hybrid role that has a requirement of working as per respective team's arrangement.
Client Support Executive - Contact Centre (Supporting Hong Kong)
Hong Kong Contact Centre
Handling customer inquiries and providing assistance: The contact centre team responds to customer queries, provides information about insurance policies, and assists with claims and policy changes.
Resolving customer complaints and escalations: The contact centre team addresses customer complaints, investigates issues, and works towards resolving them in a timely and satisfactory manner.
We will count on you to:
Provide quality customer service to clients over phone call or email
Follow up customer calls where necessary
Manage claims status, claims dispute, enrolment process, program details and all account management tasks
Handling email correspondences, and liaise with internal & external clients in positive manner for effective problem resolution to ensure smooth running of all daily operation matters
Resolve client’s enquiries efficiently and escalate problems / issues promptly
Ensure final outputs (calls, emails or tasks) are of good quality and consistent with the Standard Operating Procedures and Service Level Agreement assigned
To support ad-hoc tasks as assigned and ensure claims KPIs are met
What you need to have:
A Bachelor’s Degree in any field
Experienced in a Contact Centre/ Call Centre environment preferably from insurance industry
Proficient in MS Office (Pivot Table, Excel Formulas and Words)
Ability to understand, speak Cantonese, read and write Chinese is required
Must possess professional and friendly attitude and be able to quickly develop a rapport with customers over the phone
What makes you stand out:
Experience supporting shared service operations
Experienced in a “Third Party Administration environment” handling medical claims / medical policies in a contact center environment
Ability to systematically manage and retrieve data
Strong analytical skills and detail-oriented to comprehend and summarize appropriate information
Excellent coordination and listening skill and be able to ask probing questions to understand concerns
Why join our team:
We help you be your best through professional development opportunities, interesting work and supportive leaders.
We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.
Marsh, a business of Marsh McLennan (NYSE: MMC), is the world’s top insurance broker and risk advisor. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow on LinkedIn and X.
Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.
Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.
