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.
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