Customer Service

QUESS SINGAPORE; Santo Niño 1st; On-site; PHP 30,000 - 50,000; Full time

Job summary

QUESS SINGAPORE is seeking an experienced Customer Service professional to join our Customer Experience team in handling policy-related inquiries and servicing across face-to-face, front desk operations, and digital channels.

The role focuses on delivering prompt, accurate assistance, maintaining service standards, and supporting both General and Life Insurance products in a dynamic, customer-centric environment.

Qualifications

• Diploma or Degree in any discipline.
• At least 3 years of experience in customer service, operations, contact centre, reception, or insurance servicing.
• Exposure to Life Insurance and/or General Insurance servicing is advantageous.

Responsibilities

• Provide professional assistance to customers on policy-related enquiries, transactions, and servicing requests.
• Deliver personalized support through walk-in interactions, telephone, email, and digital channels.
• Manage and resolve customer concerns, including complex service issues and escalations.
• Guide customers on documentation, application procedures, and policy servicing processes.
• Maintain a customer-first approach while meeting service standards and response timelines.
• Manage daily reception activities as the first point of contact for visitors and policyholders.
• Respond to enquiries via WhatsApp and other approved digital channels.
• Assist customers with General Insurance products including Motor, Travel, Home, Personal Accident, Maid, etc.
• Support Life Insurance servicing requirements such as premium queries, policy alterations, beneficiaries, reinstatements, withdrawals, and maturities.
• Liaise with internal departments and partners to ensure timely resolution and fulfilment.

Skills

Customer service

Communication

Relationship management

Time management

Microsoft Office

Education

Diploma or Degree

Tools

Microsoft Office

Job description

Customer Service

Job Mode: 1-year contract

Industry: Insurance

Salary: up to 4,500

About the role

We are looking for an experienced and service-oriented professional to join our Customer Experience team. This role will be responsible for delivering quality support across multiple customer engagement channels, including face-to-face interactions, front desk operations, and digital communication platforms. The successful candidate will play an important role in ensuring customers receive prompt and accurate assistance on insurance-related enquiries and policy servicing matters, while contributing to a seamless and positive customer journey.

Key responsibilities

• Provide professional assistance to customers on policy-related enquiries, transactions, and servicing requests.

• Deliver personalized support through walk-in interactions, telephone calls, email correspondence, and digital communication channels.

• Manage and resolve customer concerns effectively, including handling more complex service issues and escalations.

• Guide customers on required documentation, application procedures, and policy servicing processes.

• Maintain a customer-first approach while ensuring service standards and response timelines are consistently achieved.

• Manage daily reception activities and serve as the first point of contact for visitors and policyholders.

• Respond to customer enquiries received through WhatsApp and other approved digital servicing channels.

• Assist customers with a broad range of General Insurance products, including Motor, Travel, Home, Personal Accident, Maid, and related insurance plans.

• Support servicing requirements for Life Insurance policies, including premium-related enquiries, policy alterations, beneficiary updates, reinstatements, withdrawals, and maturity requests.

• Liaise with internal departments and business partners to facilitate timely case resolution and service fulfilment.

About you

• Diploma or Degree in any discipline.

• At least 3 years of experience in customer service, customer operations, contact centre, reception, or insurance servicing functions.

• Prior exposure to Life Insurance and/or General Insurance servicing environments will be advantageous.

• Strong communication and relationship management skills with the ability to engage customers confidently.

• Proven ability to handle service recovery situations and resolve customer concerns effectively.

• Comfortable managing both in-person and digital customer interactions.

• Well-organized with the ability to prioritize multiple tasks in a dynamic environment.

• Proficient in Microsoft Office applications.

• Positive team player with a strong commitment to delivering exceptional customer experiences.