Contact Centre Associate

PARADIGM RECRUITMENT PTE. LTD.; Singapore; Vor Ort; SGD 29.000 - 42.000; Vollzeit

Zusammenfassung

PARADIGM RECRUITMENT PTE. LTD. invites applications for a Customer Care Executive in Singapore's East.

This 1-year renewable contract focuses on delivering high-quality service via voice, email and live chat, resolving inquiries and ensuring compliance. Responsibilities include inbound and outbound calls, email/chat responses, issue resolution, product knowledge, CRM data entry, and teamwork to meet KPIs and SLAs.

Qualifikationen

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

Aufgaben

• Inbound Calls (Primary Focus): Answer incoming calls to resolve inquiries and address requests professionally.
• Outbound Calls: Follow-ups, information verification, and service updates.
• Email & Live Chat: Respond to inquiries through digital channels accurately and within target response times.
• Handle complex inquiries with empathy and ensure timely issue resolution to meet KPIs/SLAs.
• Maintain up-to-date knowledge of products, services, and promotions; educate customers on self-service options.
• Navigate CRM and telephony systems concurrently; log interactions and update profiles.

Kenntnisse

Verbal communication

Written communication

Multitasking

Time management

Empathy

Ausbildung

Diploma or Degree

Tools

Excel

PowerPoint

CRM software

Contact center software

Jobbeschreibung

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