We are seeking a talented individual to join our Contact Centre team at Marsh & McLennan Asia Business Services (MMABS). This role will be based in our Pavilion Damansara Corporate Towers, Kuala Lumpur office. This is a hybrid role that has a requirement of working as per respective team's arrangement.

Client Support Executive - Contact Centre (Supporting Hong Kong)

Hong Kong Contact Centre

Handling customer inquiries and providing assistance: The contact centre team responds to customer queries, provides information about insurance policies, and assists with claims and policy changes.

Resolving customer complaints and escalations: The contact centre team addresses customer complaints, investigates issues, and works towards resolving them in a timely and satisfactory manner.

We will count on you to:

Provide quality customer service to clients over phone call or email

Follow up customer calls where necessary

Manage claims status, claims dispute, enrolment process, program details and all account management tasks

Handling email correspondences, and liaise with internal & external clients in positive manner for effective problem resolution to ensure smooth running of all daily operation matters

Resolve client’s enquiries efficiently and escalate problems / issues promptly

Ensure final outputs (calls, emails or tasks) are of good quality and consistent with the Standard Operating Procedures and Service Level Agreement assigned

To support ad-hoc tasks as assigned and ensure claims KPIs are met

What you need to have:

A Bachelor’s Degree in any field

Experienced in a Contact Centre/ Call Centre environment preferably from insurance industry

Proficient in MS Office (Pivot Table, Excel Formulas and Words)

Ability to understand, speak Cantonese, read and write Chinese is required

Must possess professional and friendly attitude and be able to quickly develop a rapport with customers over the phone

What makes you stand out:

Experience supporting shared service operations

Experienced in a “Third Party Administration environment” handling medical claims / medical policies in a contact center environment

Ability to systematically manage and retrieve data

Strong analytical skills and detail-oriented to comprehend and summarize appropriate information

Excellent coordination and listening skill and be able to ask probing questions to understand concerns

Why join our team:

We help you be your best through professional development opportunities, interesting work and supportive leaders.

We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.

Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh, a business of Marsh McLennan (NYSE: MMC), is the world’s top insurance broker and risk advisor. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow on LinkedIn and X.

Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.