Description
The Customer Experience – Complaint Management Executive supports Chubb Malaysia by managing customer communications, enquiries, and complaints across chat, social media, phone, email, and walk-in channels. The role researches complaint-management best practices, tracks and analyzes complaints, investigates and resolves issues, ensures SLA and KPI adherence, leads cross-functional complaint processes, supports service-counter operations, implements improvement initiatives, and coordinates complex or regulatory complaints with Compliance, Legal, and Operations while ensuring adherence to motor and fire insurance policies and Bank Negara Malaysia requirements.
