Contact Centre Executive

FULLERTON HEALTHCARE GROUP PTE LTD; Singapore; On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Contact Centre Executive to provide exceptional customer service. This role involves handling inbound and outbound calls, addressing customer inquiries, and resolving issues to ensure satisfaction. The ideal candidate will possess strong communication skills, a customer-centric mindset, and the ability to handle challenging situations with empathy. Join a dynamic team where your contributions will make a significant impact on customer experiences and service delivery.

Qualifications

• Minimum Diploma required for the role.
• Previous experience in a contact centre or customer service role preferred.

Responsibilities

• Handle incoming customer calls and emails professionally.
• Respond to inquiries and resolve complaints effectively.
• Document customer interactions in the CRM system.

Skills

Communication Skills

Problem-Solving

Customer Service

Interpersonal Skills

Education

Diploma

Tools

CRM Software

Microsoft Office

Job description

Job Description:

Summary

The Contact Centre Executive is responsible for delivering exceptional customer service by handling inbound and outbound calls, responding to customer inquiries, resolving issues efficiently, and ensuring a high level of customer satisfaction. This role requires excellent communication skills, problem-solving abilities, and a customer-centric mindset.

Key Responsibilities:

· Handle incoming customer calls and emails in a professional, courteous, and timely manner.

· Respond to customer inquiries, provide accurate information, and resolve complaints or issues effectively.

· Make outbound calls to follow up on service requests or provide updates.

· Document all customer interactions in the CRM system with clarity and accuracy.

· Escalate complex issues to the appropriate team or supervisor when necessary.

· Maintain up-to-date knowledge of company products, services, policies, and procedures.

· Meet or exceed key performance indicators (KPIs) such as call handling time, customer satisfaction, and first-call resolution.

· Collaborate with internal teams to ensure smooth service delivery and resolution of customer concerns.

· Support other administrative tasks or projects as assigned.

Job Requirements:

· Minimum Diploma.

· Able to communicate with Mandarin speaking customers

· Proficiency in English for internal communication and reporting.

· Previous experience in a contact centre or customer service role, preferably within the insurance sector.

· Strong interpersonal skills and ability to handle challenging situations with empathy.

· Proficient in using call centre systems, CRM software, and Microsoft Office tools.