Key Responsibilities Handle inbound customer and provider enquiries related to Life & Health Insurance products through hotline services Support doctor booking arrangements, pre-authorisation requests, and direct billing services according to company service standards Provide accurate information and coordinate with internal departments to ensure a smooth customer experience Follow up and respond to enquiries, requests, and feedback across multiple touchpoints including calls, emails, letters, live chat, and sales channels Investigate and resolve customer issues, complaints, and special requests professionally and tactfully Conduct basic fact-finding and propose suitable resolutions to management for review before reverting to customers Promote self-service and digital initiatives to enhance customer experience and operational efficiency Participate actively in team meetings, training sessions, and knowledge-sharing activities Maintain service quality standards in a...