Customer Experience Analyst - Insurance

Recruit Express Pte Ltd; Santo Niño 1st; On-site; PHP 300,000 - 480,000; Full time

Job summary

Recruit Express Pte Ltd is seeking an experienced Customer Service professional to join its team in the financial services sector. The role focuses on conducting customer surveys, managing feedback and complaints, and supporting service improvement initiatives.

The candidate will work with customers and internal stakeholders to ensure queries are handled accurately, professionally and within service standards. 3–5 years’ experience and CMFAS/Excel proficiency are advantageous.

Qualifications

• 3–5 years’ customer service experience in financial services is preferred.
• Experience in customer surveys, complaint handling, service recovery and escalations.
• Strong communication, active listening, probing and case-resolution skills.
• Knowledge of financial advisory, insurance or investment products is advantageous.
• Exposure to projects, system enhancements, UAT or process improvements is beneficial.
• Self-driven, organised and able to manage multiple priorities independently.
• CMFAS qualifications and Microsoft Excel proficiency are advantageous.

Responsibilities

• Conduct customer call surveys accurately and within agreed timelines.
• Follow up and clarify customer responses where additional information is required.
• Handle customer complaints and service recovery cases independently, ensuring timely and effective resolution.
• Respond professionally to customer queries and feedback received through various customer service channels.
• Identify cases that require escalation and ensure appropriate follow-up with relevant stakeholders.
• Maintain clear and accurate records of customer interactions, feedback and case outcomes.
• Support customer service projects and process improvement initiatives, including requirements gathering, user testing, data preparation, issue tracking and post-implementation follow-up.
• Identify recurring customer pain points and opportunities to improve service processes and customer experience.
• Perform other related duties in support of departmental and business objectives.

Tools

Microsoft Excel

Job description

Recruit Express Pte Ltd is seeking an experienced Customer Service professional to join its team in the financial services sector. The role focuses on conducting customer surveys, managing feedback and complaints, and supporting service improvement initiatives.

The candidate will work with customers and internal stakeholders to ensure queries are handled accurately, professionally and within service standards. 3–5 years’ experience and CMFAS/Excel proficiency are advantageous.