Customer Care Consultant

Overview Customer Care Consultant role at AIG. Join to apply for the Customer Care Consultant role at AIG. This position focuses on providing multi-channel customer support across Consumer & Commercial products for policy servicing, renewal & retention, cancellation rescue, new business and other issuance related issues. The team delivers an elevated, personalized experience within a customer-centric framework. At AIG, we value in-person collaboration as part of our culture, with team members primarily in the office to support effectiveness and connectedness with clients. Responsibilities Work in a team of Customer Care Consultants to perform voice and non-voice customer service and sales for transactions routed to the Inbound Sales & Service team, promptly, accurately and professionally. Maintain and update complete and accurate information on customer interactions in the CRM system. Adhere to standards and guidelines to maintain quality results; recommend improved procedures. Meet CCC KPIs and contribute to team performance through high levels of service delivery. Resolve customer problems, feedback and complaints using appropriate skills; ensure satisfactory resolution. Escalate customer concerns to the Team Manager for service improvement. Deliver excellent customer service and ensure a positive customer experience in day-to-day activities. Promote or cross-sell the company’s products and services when opportunities arise to increase productivity and revenue. Maintain positive, professional working relationships with Contact Centre colleagues and stakeholders. Be flexible to perform additional or overtime duties during operational exigencies. Assist ad hoc initiatives or projects as delegated by management and update knowledge by studying new product descriptions. Contribute to continual improvement in operations, customer journey, and customer experience through insights and supporting team and managers on ad hoc projects/programmes in the Contact Centre. Performance Measures Adherence to Schedule and Punctuality Quality Score 90% and above Average Handling Time Calls Answered per hour Cross-sells – Renewal and New Business enrolment Cross-sells – Personal Accident Complaints / Feedback and Compliments What You’ll Need To Succeed Excellent telephone etiquette Resilient, resourceful, displays strong initiative, self-directed and motivated Excellent customer service and communication skills Strong interpersonal skills Able to articulate thoughts clearly Fluent in oral and written English Enjoy problem solving and customer service orientation Able to apply the right level of detail to tasks and initiatives Relevant customer service experience in a contact center environment Bilingual in English and Bahasa Melayu/Mandarin or Tamil Certificate in General Insurance preferred Health Insurance Certification would be an advantage Knowledge of Call Center Systems MS Office Suite experience Company and Benefits We offer a Total Rewards Program, including a comprehensive benefits package focused on health, wellbeing and financial security, professional development, and growth opportunities. Legal and Inclusion AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please email American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions with a broad international presence. We celebrate diversity and inclusion and encourage applicants from all backgrounds to apply. #J-18808-Ljbffr