Analyst, Customer Services

The Opportunity

Responsible for customer service and resolving customer enquiries to ensure that client satisfaction is achieved in accordance to the Company's policies and procedures and protocol.

Your New Role:

• Responsible for customer service and resolving customer enquiries to ensure that client satisfaction is achieved.
• Carry out retention activities to retail policies.
• Resolve or escalate all client complaints in a timely fashion.
• Maintain product, system and process knowledge.
• Ensure compliance with all relevant internal instructions and external regulatory requirement.
• Attend relevant product and skill courses and passing on relevant points to other staff.
• Providing clients with product knowledge to ensure optimum utilisation of the organisation's products.
• Focus on delivering excellent customer service and provide an enjoyable customer experience.
• Demonstrate the necessary technique and skills to perform the job.
• Produce quality of work
• Customer & Partner Servicing & Satisfaction:
• Key Performance Indicators: Speed – Call abandon rate, Call pick-up rate, Email / Call handled, No. of Voice Mail
• Key Performance Indicators: Quality – Quality Assurance Score, First Call Resolution %, Transactional Net Promoter Score, Complaint received and resolved

About You:

• Minimum 2+ years' call center experience in service industry, preferably with insurance, financial industry.
• Customer service skills.
• Presentation and communication skills and problem solving and negotiation skills.

About QBE

What if you could have a positive impact – at work and in the world?

At QBE, we're enabling a more resilient future – for our customers, communities, environment, and for our people. We're building momentum to achieve something significant and know our people are at the centre of our success.

Our industry offers interesting and varied careers where you can help people to protect what matters most. As part of the QBE team, you'll get to spend every day working with people who are passionate, talented and kind. And with more than 13,000 people working across 27 countries, our scale means we're big enough for your ambitions, yet small enough for you to make a real impact.

QBE Asia's operations is part of the QBE International Division, and has had a presence in Asia for more than 130 years with offices in: Singapore, Hong Kong & Macau, Malaysia and Vietnam. We continue to be recognised for our ongoing focus on digital innovation to deliver exceptional value and operational excellence for our customers, business partners, people and the community. We support ESG efforts through the QBE Foundation, which helps to create strong, resilient and inclusive communities, by focusing investment and efforts on two key areas where we believe we can have the greatest impact – climate resilience and inclusion.

Benefits

Excited to share our comprehensive benefits package at QBE! ?

Flex and hybrid working options

Work from home policy

Paternity leaves matching with maternity leave

Well-being programs

Pensions

Medical benefits

Globally, access to online learning via LinkedIn Learning

On top of annual leaves, 3 additional days off (Family care leaves)

Study leave

Marriage leave

Internal Appreciation program with points to redeem nice merchandize and life experiences

Skills:

Client Service Excellence, Communication, Critical Thinking, Customer Service, Customer Value Management, Detail-Oriented, Emotional Awareness, Industry Knowledge, Insurance Product Knowledge, Intentional collaboration, Managing performance, Policy Compliance, Policy Management, Risk Management, Stakeholder Management

Application Close Date: 29/04/2026 11:59 PM

How to Apply:

To submit your application, click "Apply" and follow the step by step process.

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.