Executive - Customer Experience

This role involves managing inbound and customer correspondence for enquiries related to GTT Scheme (Group Term Takaful), including coverage details, eligibility criteria, claims procedures, and nomination processes. The role aims to ensure accurate information delivery, first-call resolution, and a positive customer experience.

Key Responsibilities and Accountabilities

1. Inbound Call Handling

• Answer incoming calls professionally and promptly.
• Handle customer enquiries related to:
  • Coverage details under the GTT Scheme
  • Eligibility requirements
  • Claims submission and status
  • Nomination procedures and updates
• Ensure adherence to call handling KPIs, including Average Handling Time (AHT), Service Level Agreements (SLA), and quality standards.

2. Email Handling & Customer Response

• Manage the shared email inbox and respond to customer enquiries promp...