Associate - Call Centre

Great Eastern; Singapore; In loco; SGD 36.000 - 51.000; Tempo pieno

Descrizione del lavoro

Great Eastern in Singapore is hiring for a Live Chat focused Customer Services role within the Contact Centre. You will handle enquiries from financial representatives and policyholders with professionalism, accuracy and a customer-centric approach, aiming for first-contact resolution and timely follow-ups.

You will work in a fast-paced team, maintain CRM records, and participate in ad-hoc initiatives, while leveraging your communication skills and problem-solving abilities to uphold service

Competenze

• Diploma or degree holder, preferably with relevant experience.
• Professional insurance certifications (M5, M9, HI or LOMA) and/or prior insurance industry experience.
• Demonstrate good interpersonal and communication skills, both written and verbal.
• Good listening and problem-solving abilities.
• Detail-oriented with a customer-centric mindset.
• Proficient in basic computer applications and CRM.
• Pleasant and cheerful disposition.
• Team player in a fast-paced, dynamic environment.
• Comfortable engaging with financial representatives via Live Chat and phone.
• Accountability and a strong work attitude.
• Capability to manage high work volumes and multitask.

Mansioni

• Support the achievement of service standards, productivity targets and quality objectives.
• Attend to enquiries from financial representatives or policyholders in a professional, efficient and customer-centric manner.
• Resolve complaints effectively at first contact whenever possible, ensuring ownership and closure.
• Render calls to representatives or policyholders promptly when required.
• Fulfill follow-up actions and service commitments within agreed timelines.
• Assess appeals and provide recommendations to Manager, Head or HOD.
• Escalate complex cases to relevant departments and follow through to timely resolution.
• Maintain complete and accurate CRM records of interactions and requests.
• Perform additional duties and overtime support during exigencies when required.
• Assist with ad-hoc initiatives or projects delegated by Manager, Head or HOD.
• Demonstrate good interpersonal and communication skills in daily tasks.

Conoscenze

Live Chat proficiency

Communication skills

Customer-centric mindset

Problem-solving

Multitasking

Team player

Listening skills

Attention to detail

Empathy

Proactive

Formazione

Diploma or Degree in any field

Professional insurance certifications (M5, M9, HI or LOMA)

Strumenti

CRM system

Basic computer applications

Descrizione del lavoro

You will be part of the team in delivering service excellence and positive customer experience primarily through Live Chat as part of our Contact Centre team

• Support the achievement of team and departmental service standards, productivity targets and quality objectives
• Attend to enquiries and requests from financial representatives or policyholders in a professional, efficient, accurate and customer-centric manner
• Resolve financial representatives’ or policyholders’ complaints and concerns effectively at first contact whenever possible, ensuring appropriate ownership and closure
• Where required, ensure calls to financial representatives or policyholders are promptly rendered
• Ensure all follow-up actions and service commitments are fulfilled within agreed timeline
• Assess appeals and put up recommendations to Manager, Head or HOD
• Escalate complex or exceptional cases to relevant departments and follow through to ensure timely resolution
• Maintain complete and accurate information of financial representatives’ interactions and policyholders’ service requests in Customer Relationship Management (CRM) system
• Perform additional duties and overtime support during operational exigencies when required
• Assist with ad-hoc initiatives or projects delegated by Manager, Head or HOD
• Possess a Diploma or degree holder qualifications, preferably with relevant working experience
• Hold Professional insurance certifications (e.g. M5, M9, HI or LOMA) and/ or have prior experience in the insurance industry, which would be an added advantage
• Demonstrate good interpersonal and communication skills, both written and verbal
• Have good listening and problem-solving abilities
• Are detail-oriented with strong customer centric-mindset
• Proficient in basic computer applications and CRM system
• Possess a pleasant and cheerful disposition
• Work effectively as a team player in a fast-paced and dynamic environment
• Are comfortable engaging with financial representatives through Live Chat and communicating with them or policyholders via phone
• Take accountability of work and possess a good working attitude
• Can manage high work volumes, multitasking effectively

How You Succeed

• Champion and embody our Core Values in everyday tasks and interactions.
• Demonstrate high level of integrity and accountability.
• Take initiative to drive improvements and embrace change.
• Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.
• Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively.

Who We Are

Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels – a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei. The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of "AA-" by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia. Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.

Work Locations

SG-GE Changi

Job

Customer Services