Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • Kuala Lumpur


Functional Area:

OP - Operations

Estimated Travel Percentage (%): No Travel

Relocation Provided: No

AIG Travel Assist Malaysia Sdn Bhd

- Assist in identifying training and development needs for Emergency Assistance, Claims and Customer Service personnel
- Responsible for creating and developing material for new hire and refresher training courses
- Review, evaluate and modify existing programs and make recommendations for appropriate changes and modifications
- Measure, track and coach Assistance Center employees performance through testing, coaching and call monitoring
- Develop training manuals for ongoing coaching and development
- Working with the management team on building Customer Satisfaction Standards
- Provide quarterly reports to management team on Assistance Center Employee performance
- Conduct call and case monitoring to gather trend analysis for employee improvement
- Roll out and ensure compliance to service quality programs based on the service quality KPIs
- Conduct regular call reviews, coaching and calibration for all programs
- Driving the process improvement and service recovery process
- Manage and analyze compliments and complaints including service recovery and ensure such improvements is successfully implemented
- Responsible for the training of Assistance Center personnel’s in areas of soft skills and instilling service quality mindset
- Support global initiatives to develop or upgrade SOP and Best Practices for Assistance service
- Drive service quality culture and implement the various regional programs
- Organize and run Employee Engagement and Motivation campaigns

It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide 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.

At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

About the company

American multinational insurance corporation with more than 88 million customers in 130 countries. AIG companies employ over 64,000 people in 90 countries. The company operates through three businesses: AIG Property Casualty, AIG Life and Retirement and United Guaranty Corporation (UGC). AIG Property Casualty provides insurance products for commercial, institutional and individual customers.

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