Senior Associate, Customer Services

Posted Date 1 month ago(4/19/2024 6:59 AM)
Requisition ID
# of Openings
Category (Portal Searching)
Customer Service


At Principal, we invest in what matters. And building talented teams is where it all begins. We’re drawn to people who bring unique perspectives, passion, and expertise to help us advance the financial security and well-being of our customers, transform our growing business, and drive positive change in the communities where we live and work.


 When we invest in you, and you invest in us, great things happen.


Key job responsibilities include:

  • Respond promptly to customer inquiries via various communication channels like call, chat, and email.
  • Investigate and resolve customer issues, aiming for first contact resolution whenever possible.
  • Collaborate with relevant departments to address complex problems and ensure prompt solutions.
  • Document customer feedback, suggestions, and complaints to facilitate product and service improvements.
  • Identify operational inefficiencies and suggest enhancements to elevate the customer service experience.
  • Participate in the formulation and refinement of customer service policies and procedures.
  • Uphold company standards, guidelines, and best practices in customer service delivery.
  • Prioritize tasks and assignments to meet project deadlines and commitments.
  • Manage social media queries and messages effectively to maintain a positive online presence.


  • Bachelor’s degree in business administration, Mass Communication, or related field.
  • Proficient in MS Office applications (Word, Excel, PowerPoint).
  • Proficient communication and writing skills in English and Bahasa Malaysia.
  • Minimum of 3 years of experience in customer service.
  • Ability to work independently with minimal supervision.
  • Strong self-initiative, teamwork, and multi-tasking skills.
  • Demonstrated strong work commitment and dedication.


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