Customer Experience Executive

The Great Eastern Life Assurance Company Limited; Santo Niño 1st; On-site; PHP 279,000 - 469,000; Full time

Job summary

The Great Eastern Life Assurance Company Limited in the Philippines is seeking a Customer Experience Executive to manage outbound engagements with prospects and existing customers, maintaining a brand-consistent, professional tone across channels.

You will guide customers through engagement steps, coordinate with financial representatives, and ensure compliant, accurate record-keeping while contributing to AI training for the Skybranch channel.

Qualifications

• Have at least 1 year of experience in customer service, telesales, or a client-facing role.
• Display strong interpersonal skills and a genuine customer-first mindset.
• Ability to follow structured processes and scripts while maintaining a natural, personable tone.
• Comfort using digital communication tools (messaging platforms, telephony) and basic CRM systems.
• Strong written and verbal communication in English; additional languages are an advantage.
• Prior experience in insurance or financial services is preferred but not required.

Responsibilities

• Outbound Customer Engagement: Conduct personalised outreach to prospects and existing customers via approved channels, ensuring a professional, brand-consistent tone.
• Engagement Journey Execution: Guide customers from first contact to a defined outcome, following established protocols.
• Agent Matching Support: Assist in matching customers to financial representatives and monitor responses.
• Sales Referral Compliance: Administer referrals accurately and obtain documented consent.
• Customer Service Transfers: Redirect servicing or claims needs to appropriate channels and log transfers.
• Documentation & Record-Keeping: Complete post-engagement records on the same business day.
• Compliance Adherence: Ensure customers are cleared through pre-contact compliance checks.
• AI Training Contribution: Support the training of the AI system with consistent brand voice.

Skills

Interpersonal skills

Customer-focused

Communication

Process adherence

Written/verbal English

Tools

CRM systems

Telephony

Messaging platforms

Job description

Skybranch Contact is the outbound engagement function of the Skybranch channel. The team reaches out to a defined pool of prospects and existing customers, builds brand affinity and trust, and connects each individual with the most appropriate next step. The Customer Experience Executive is the core front-line role that makes this happen — a role suited to someone who enjoys meaningful customer conversations and takes pride in representing a brand with care.

Key Responsibilities

• Outbound Customer Engagement: Conduct personalised outreach to prospects and existing customers via approved communication channels, using approaches and scripts defined by the Team Lead. Maintain a professional, brand-consistent tone in every interaction.
• Engagement Journey Execution: Guide customers through the engagement process from first contact to a defined outcome, following established protocols to route each individual appropriately — whether to a financial representative, a direct sales channel, a future re-engagement, or Customer Service.
• Agent Matching Support: Support the process of matching customers to available financial representatives, including posting agent handoff and/or transfer requests through the appropriate channels, monitoring response timelines, and escalating unclaimed requests to the Team Lead.
• Sales Referral Compliance: Administer referrals to the Sales team accurately and promptly, including delivering required disclosures and obtaining documented consent from customers before progression.
• Customer Service Transfers: Identify customers with servicing or claims needs and redirect them to the appropriate Customer Service channel promptly and professionally, logging all transfers.
• Documentation & Record-Keeping: Complete all required post-engagement records on the same business day using the designated system.
• Compliance Adherence: Verify that each customer has been cleared through the required pre-contact compliance checks before initiating any outreach. Do not contact any customer who has not been cleared.
• AI Training Contribution: Conduct all engagements consistently and in the Great Eastern Skybranch brand voice, supporting the training of the Agentic AI system during the channel's early operating phase.

Requirements

• Possess minimum 1 year of experience in customer service, telesales, or a client-facing role.
• Display strong interpersonal skills and a genuine customer-first mindset.
• Have the ability to follow structured processes and scripts while maintaining a natural, personable tone.
• Are comfortable using digital communication tools (messaging platforms, telephony) and basic CRM systems.
• Have strong written and verbal communication in English; additional languages are an advantage.
• Prior experience in insurance or financial services is preferred but not required.