This role involves managing inbound and customer correspondence for enquiries related to GTT Scheme (Group Term Takaful), including coverage details, eligibility criteria, claims procedures, and nomination processes. The role aims to ensure accurate information delivery, first-call resolution, and a positive customer experience.

Key Responsibilities and Accountabilities

1. Inbound Call Handling

• Answer incoming calls professionally and promptly.
• Handle customer enquiries related to:
  • Coverage details under the GTT Scheme
  • Eligibility requirements
  • Claims submission and status
  • Nomination procedures and updates
• Ensure adherence to call handling KPIs, including Average Handling Time (AHT), Service Level Agreements (SLA), and quality standards.

2. Email Handling & Customer Response

• Manage the shared email inbox and respond to customer enquiries promptly and professionally.
• Review requests and ensure all required information is obtained before processing.
• Provide accurate clarification to customers regarding plan coverage, terms and conditions, and the next steps.
• Record and maintain all customer communications in the relevant systems for tracking, compliance, and audit purposes.

3. Issue Resolution

• Resolve customer enquiries at the first point of contact whenever possible.
• Escalate complex or unresolved issues to the appropriate teams (e.g., servicing or claims teams) in a timely manner.
• Follow up on pending cases and ensure timely closure and customer updates where required.