Senior Analyst, Customer Contact Center

Job Summary

Responsibilities

• Handle 24/7 customer and sales enquiries, requests, and complaints, especially calls related to policy benefits and claims.
• Provide accurate information, appropriate solutions, and clear guidance to customers to ensure a positive service experience.
• Record, update, and maintain all customer interactions and case details accurately in CRM and call center systems.
• Proactively identify opportunities to enhance service quality and improve tNPS scores.
• Escalate complex or exceptional cases to the Hotline Assistant Manager or relevant departments in a timely manner.
• Participate in training programs, coaching sessions, team meetings, and quality improvement initiatives as assigned.
• Contribute to team objectives and departmental KPIs, including service level, quality, productivity, and customer satisfaction targets.
• Handle multiple tasks related to customer concerns professionally, such as via call, email, live chat, and follow assigned shifts by Line Manager.
• Identify and address performance issues to minimize business risks, ensuring timely and efficient resolution.
• Analyze operational issues and propose sustainable, long-term improvement initiatives.
• Contribute to the development and enhancement of guidelines and procedures related to hotline.
• Comply strictly with all operational processes, service standards, and quality requirements of the Contact Center and company.
• Collaborate effectively with colleagues to enhance customer service quality and coordinate cross‑functional efforts (Claims, POS, NBUW, BCS, etc.) to resolve customer issues efficiently and correctly.
• Ensure confidentiality and data privacy of customer information in accordance with company regulations and legal requirements.
• Support Department targets and Company objectives as assigned by Team Leader/Line Manager.

Requirements

• University or College Degree.
• Preferably 2‑3 years of experience in customer service, call center, or insurance industry.
• Knowledge of customer service principles and practices.
• Proficiency in using digital tools, CRM systems, and call center equipment.
• Effective communication skills, both written and verbal.

Professional / Trade Qualifications & Skills

• Ability to adapt to changes in workload, schedules, and customer service requirements.
• Ability to handle multiple tasks simultaneously while effectively organizing daily work and managing time.
• Willingness to work collaboratively with team members and contribute positively to a supportive and professional team environment.
• Good attention to detail with the ability to follow procedures accurately and maintain well‑organized records.
• Good communication and listening skills.

Competencies

• Customer‑focused and service‑oriented attitude.
• Strong sense of responsibility and compliance.
• Willingness to learn and adapt.
• Hard working, honesty, ability to work under high pressure.
• Basic understanding of insurance industry standards and regulatory requirements is an advantage.

Working Arrangement