Associate, Call Centre (Live Chat)

The Great Eastern Life Assurance Company Limited; Singapore; On-site; SGD 32,000 - 42,000; Full time

Job summary

The Great Eastern Life Assurance Company Limited is seeking a Customer Service professional to support our Live Chat channel in the Contact Centre. The role requires handling inquiries from financial representatives and policyholders with a customer-centric approach.

Candidate should have a Diploma or degree, with insurance certifications (M5, M9, HI or LOMA) considered an asset. Strong communication and teamwork skills are essential for success in a fast-paced environment.

Qualifications

• Diploma or degree holder; related work experience preferred.
• Professional insurance certifications (M5, M9, HI or LOMA) are an added advantage.
• Strong written and verbal communication skills.
• Detail oriented with strong customer-centric approach.
• Proficient in basic computer applications and CRM systems.

Responsibilities

• Deliver service excellence and positive customer experience primarily via Live Chat within the Contact Centre.
• Support achievement of team targets, standards, and quality objectives.
• Handle enquiries and requests from financial representatives or policyholders professionally and efficiently.
• Resolve complaints at first contact where possible and ensure timely ownership and closure.
• Escalate complex cases to the appropriate departments and follow through to resolution.
• Maintain accurate records of interactions in the CRM system.

Skills

Live Chat

Customer Service

CRM

Verbal & Written Communication

Multitasking

Teamwork

Problem Solving

Education

Diploma or Degree

Insurance Certifications (M5/M9/HI or LOMA)

Tools

CRM system

MS Office

Job description

• 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

• 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.

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.

:SG-GE Changi

:Customer Services