Contact Centre Associate

Paradigm Recruitment Pte Ltd; Singapore; On-site; SGD 30,000 - 42,000; Full time

Job summary

Paradigm Recruitment Pte Ltd is seeking a Customer Care Executive to deliver high-quality service primarily through voice channels, with email and live chat support as needed. The role focuses on resolving inquiries, adhering to regulatory guidelines, and driving customer satisfaction from our East Singapore location.

The position is a 1-year renewable contract. Candidates should have 1 year of contact center experience, preferably in banking or insurance, and possess relevant certifications.

Qualifications

• Diploma or degree in any discipline.
• Minimum 1 year of contact center experience in a Banking or Insurance environment.
• Insurance Certifications: BCP, PGI, HI, M9 (Preferred).

Responsibilities

• Deliver high-quality customer service via voice, email, and live chat.
• Resolve inquiries, ensure regulatory compliance, and meet KPIs/SLAs.
• Educate customers on self-service and navigate CRM tools.
• Log interactions, update profiles, and escalate when needed.
• Comply with corporate policies and collaborate with teams.

Skills

Verbal & written communication

Multitasking

Empathetic problem-solving

Time management

Education

Diploma or Degree in any discipline

Tools

Excel

PowerPoint

CRM software

Contact center software

Job description

This is a 1 year renewable contract position

Work location is in the East

TheCustomer Care Executiveis responsible for delivering high-quality customer service primarily through voice channels (inbound and outbound calls), as well as digital channels (email and live chat) when needed. The role focuses on efficiently resolving inquiries, maintaining regulatory compliance, and driving customer satisfaction

Responsibilities

• Customer Interaction Management

  • Inbound Calls (Primary Focus):Answer incoming calls promptly to handle inquiries, resolve complaints, and address customer requests professionally.

  • Outbound Calls:Perform follow-ups, issue resolution, information verification, surveys, and service updates.

  • Email & Live Chat:Respond to written customer inquiries through digital channels accurately and within target response times
    

• Problem Resolution & Service Standards

  • Handle complex or high-value customer inquiries with an empathetic, positive approach.

  • Ensure accurate, efficient, and timely issue resolution to consistently meet Key Performance Indicators (KPIs) and Service Level Agreements
    

• Product Expertise & Customer Education

  • Maintain up-to-date knowledge of the company’s products, services, policy updates, and promotional offers.

  • Educate customers on self-service platforms to help them navigate solutions independently
    

• System Operations & Multitasking

  • Simultaneously navigate contact center telephony systems and Customer Relationship Management (CRM) tools while engaging with customers.

  • Log interaction records, update customer profiles, and generate escalation tickets accurately
    

• Compliance & Teamwork

  • Adhere strictly to corporate policies, operational procedures, and relevant legal/regulatory guidelines.

  • Work collaboratively with peers and cross-functional teams to resolve escalated cases and optimize operational workflows.
    

Requirements

• Diploma or Degree holder in any discipline

• Minimum 1 year of contact center experience in a Banking or Insurance environment

• Insurance Certifications:BCP,PGI,HI,M9 (Preferred)

• Proficient in Microsoft Office (Strong inExcelandPowerPoint); experienced with CRM and contact center software

• Strong verbal and written communication, multitasking ability, empathetic problem-solving, and time management