Role Summary
This role is responsible for handling calls and emails related to inscope inquiries across all lines of general insurance business, with a primary focus on motor insurance policies. The role supports customers, agents, and internal stakeholders to ensure timely and accurate service delivery in line with company service standards.
Role Responsibilities
- Manage customer and agent inquiries received via hotline, email, and walk-in channels for all general insurance product lines, with a strong focus on motor insurance
- Respond to queries and provide support for coverage clarification, premium payments, policy renewals, quotations, policy endorsements, Claims-related queries
- Deliver accurate, clear, and customer-friendly responses in line with Service Levels and KPIs
- Identify cases requiring escalation and ensure timely escalation to the relevant teams
- Maintain proper case documentation for all interactions across phone and email
- Perform any additional operational or administrative tasks as assigned
Role Requirements
- Diploma or higher qualification
- Minimum 1 year of call centre or customer service experience
- Preferably 1-2 years of working experience in the insurance industry, especially in motor insurance
- Strong writing skills and ability to communicate fluently in English and Mandarin (to handle Mandarinspeaking customers)
- Good customer service flair with a professional and empathetic approach
- Proficient in Microsoft Office applications
- Ability to work well in a team, with a positive attitude and willingness to learn
- BCP and PGI certification
Liberty Mutual at a Glance
Headquartered in Boston, Liberty Mutual Insurance Group is a diversified global insurer, being ranked the 8th largest global property and casualty insurer based on 2023 gross written premium. We rank 87th on the Fortune 100 list of largest corporations in the US based on 2023 revenue. We employ 40,000+ people in 29 countries and economies around the world.
