Customer Care Executive Contact Center

Job Description

• Provide exceptional customer service via multiple service channels including but not limited to telephone emails faxes social media channels and other available service channels in the future and contribute towards improving Service Survey Net Promoter Score (NPS)

• Drive first contact resolution by focusing on resolving customers inquiries during the first interaction
• Understand research identify and resolve customers complaint and proactively perform service recovery by understanding customers needs and requirements
• Proactive in discovering and voicing out opportunity for service and process improvement and actively participate in the process improvement activities
• Ensure retention of customers by discouraging cancellation and propose a solution that will suit customers need
• Document all customers contact and interaction information according to standard operating procedures
• Recognize document and alert the management team of abnormal trends detected in customers calls and contacts
• Follow up on customer calls where necessary to ensure full resolution
• Must demonstrate high degree of integrity and confidentiality. Always maintain confidentiality of customer information at all time and adhere to all compliance guidelines policies and regulations
• Accountable for meeting individual (KPIs) and team goals
• Drive self-learning and development by taking part in training and other learning opportunities to expand knowledge skill and experience
• Proactively upsell or cross sell products and services by understanding and recognizing customers needs
• To provide cross functional collaboration work to ensure smooth daily operation within the department
• Other duties as assigned which may include job rotation short term attachment tasks and projects

At AIG we value in-person collaboration as a vital part of our culture which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG our people are our greatest asset. We know how important it is to protect and invest in whats most important to you. That is why we created our Total Rewards Program a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health wellbeing and financial securityas well as your professional developmentto bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the worlds most far-reaching property casualty networks. It is an exciting time to join us across our operations we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG you can go further to support individuals businesses and communities helping them to manage risk respond to times of uncertainty and discover new potential. We invest in our largest asset our people through continuous learning and development in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

Were committed to creating a culture that truly respects and celebrates each others talents backgrounds cultures opinions and goals. We foster a culture of inclusion and belonging through learning cultural awareness activities and Employee Resource Groups (ERGs). With global chapters ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIGs greatest assets and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race color religion age gender gender expression national origin veteran status disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation please send an email to .

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