Call Centre Manager

About the role

Lead and manage the Customer Contact Centre operations for Zurich Insurance in Kuala Lumpur, ensuring excellent customer service, efficient handling of enquiries and complaints, and meeting service level targets. The role drives team performance, operational efficiency, customer satisfaction, and regulatory compliance within the insurance business.

Key responsibilities

• Research and respond to telephone and electronic inquiries, entering data into the tracking system.
• Prepare referrals to prospective customers and coordinate with claims office staff for insureds reporting claims.
• Demonstrate understanding of customer needs and act within authority to ensure fair treatment.
• Contribute to a positive team culture and working environment.

Required profile

• Bachelor's degree in Business Administration, Insurance, Customer Service or related field.
• 5‑8 years of experience in contact centre or customer service operations, preferably in insurance or financial services.
• At least 3 years of people‑management experience leading a customer service or call centre team.
• Strong understanding of insurance products, policy servicing, claims processes and customer journey.
• Experience managing customer complaints and regulatory‑related service requirements.