Service Desk Specialist

Key Objective

• The position and role shall deliver related services to agents within set standards and service level.
• Compliance with prevailing Insurance Act 1996, Financial Services Act 2013, PIAM, Bank Negara guidelines and Chubb policies and procedures is expected. 

Major duties and responsibilities

• Provide response to relevant requests and enquiries from Agents through all channels of communications (telephone, video calls/ conference, email, mails, facsimile etc.) in a professional and prompt manner as best possible at first instance.
• Liaise with other department(s) and unit(s) as necessary to enable accurate advice and solution be provided as part of the requests or enquiries coming through from Agents
• Ensure requests and enquiries handled are followed through to desired completion
• Eliminate call backs by ensuring the Agents are properly informed of next actions and expected results at first contact
• Utilize necessary systems and all available references in day-to-day work to achieve standards and service level set

Skills

• Knowledge in usage of Microsoft Outlook, Microsoft Word and Web Conferencing.
• Fluent in English & Bahasa communication (written and spoken). Ability to speak in Mandarin or Tamil is an advantage.
• Result oriented, execution focused, adaptable, has initiative and fairly independent. 

Experience

• At least 2 years’ experience in general insurance, financial industry related or call center environment
• Dealt with inter-department and multiple stakeholders as part of work. 

Qualifications

• Minimum SPM
• Diploma or Certifications relating to Insurance, Business, Marketing or Communications preferred.