Customer Care Executive

Purpose of Role

Are you passionate about delivering outstanding service and building strong relationships At Chubb, we're looking for a dedicated Customer Service Representative to support our valued partners and customers. In this role, you'll be the go-to expert, helping customers and CBS team.

You'll thrive in a collaborative environment where your attention to detail, problem-solving skills, and commitment to excellence will make a real impact. If you enjoy working with people, solving challenges, and being part of a supportive team, we'd love to meet you!

Key Accountabilities & Responsibilities

• Attending to Walk-in Customer:

Provide guidance and resolution to the customer on claims submission, policy related enquiries, cancellation, update of payment method and or update of personal details.

• Partner and Customer Enquiries:

Resolve our Sponsors, Partners and Customers enquiries over the phone, email and Live Chat.

• Administrative Task:

Responding to Legal on Probate letters, bankruptcy details, as well as Police letter checking on individual policy status.

Ensure the Nomination of Beneficiary form are duly completed, update into our system records and proper filing of the documents.

• Process Improvement

Identify and propose new processes that could lead to enhancement of current workflow to improve the operational efficiency and effectiveness

• Case Management

Provide support and guidance to CBS team on enquires and ensure all cases are resolved within agreed turnaround time.

Manage and support 1st level escalated cases within agreed turnaround time.

• User Acceptance Test:

Ability to comprehend business requirements and workflows to ensure the system meets user needs.

Maintain accurate records of test results, issues, and resolutions.

• Perform any other ad-hoc activities assigned by managers to support business continuity.

Requirement & Skills

• At least 1 year experience in call center, telemarketing, customer service or similar roles is preferred.
• Ability to multitask and manage priorities in a fast-paced environment.
• Proficiency with policy admin, CRM and data entry systems.
• Employ consultative skills and techniques in objection handling; explore alternatives to reach outcomes that gain customer acceptance.
• Demonstrate a customer-first mindset in all interactions.
• Collaborative spirit and creative problem-solving skills.
• A team player with excellent communication and interpersonal skills.
• Mandarin speaking skills are a plus for serving walk-in customers.
• GCE A Level, diploma, or equivalent experience in any field.
• Preferred insurance certified papers such as BCP, PGI, HI but not a pre-requisite.