Contact - Customer Care Executive (Non-Voice)

Income Insurance Limited; Singapore; Sur place; SGD 42 000 - 54 000; Plein temps

Résumé du poste

Income Insurance Limited in Singapore is seeking a customer service professional to manage email inquiries and provide timely support via live chat and phone. You will respond professionally, resolve issues, and advise customers on self-service options while maintaining accuracy and empathy.

Key responsibilities include product knowledge, adherence to SLAs, and collaboration with teams to improve processes and compliance with regulatory requirements.

Qualifications

• Strong customer service experience across channels.
• Excellent written and verbal communication skills.
• Ability to resolve inquiries with empathy and accuracy.
• Proficiency with CRM systems and ticketing tools.
• Comfort with multitasking and handling multiple queries.

Responsabilités

• Manage and respond to customer inquiries via email, live chat, and calls.
• Resolve complex or high–value customer issues promptly and empathetically.
• Educate customers about products and self-service options.
• Keeps records up to date and creates tickets for escalation when needed.
• Work with peers to review processes and improve service levels.
• Adhere to policies, procedures, and regulatory requirements.

Connaissances

Customer service

Email communication

Verbal communication

CRM software

Multitasking

Problem solving

Phone systems

Outils

Phone systems

CRM software

Description du poste

Key responsibilities and roles associated with this position:

1.Customer Interactions

Ability to effectively manage customer interactions across multiple communication channels, with a primary focus on email correspondence:

• Email (Primary Channel): Manage and respond to customer inquiries, concerns, and service requests promptly, professionally, and accurately through email.
• Live Chat: Provide timely and effective support to customers through digital messaging channels.
• Inbound Calls (As Required): Handle incoming customer calls to address inquiries, concerns, or issues when operational needs require voice support.
• Outbound Calls (As Required): Conduct outbound calls for follow-ups, service updates, information verification, or issue resolution as needed.

2.Problem Resolution

• Handle complex or high-value customer interactions.
• Ensure that customer enquiries are resolved accurately, effectively and efficiently
• Maintain a positive and empathetic approach in all customer interactions

3.Product / Service Knowledge

• Proactively, develop strong understanding of the products and services offered by Income to provide accurate information to customers
• Ensure to stay updated about product updates, process changes and new promotions.

4.Performance Management

Managing time efficiently to meet key performance indicators and service level agreements (SLAs) and ensure timely responses to customer inquiries.

5.Strong Communication Skills

• Must be able to communicate clearly and effectively, both verbally and in writing, to ensure customers understand the information provided.

6.Multi-tasking

• Need to handle multiple task simultaneously, such as navigating systems, updating customer records, create ticket for escalation and address customer enquiries

7.Technical Skills

• Educating customers about products, services, and self-service options so that they are able to find solutions independently when possible.
• Being proficient in the use of contact center systems, including phone systems, customer relationship management (CRM) software, and other tools necessary for the role.

8.Compliance

• Adhere to company policies and procedures as well as legal and regulatory requirements during customer interactions.

9.Team Collaboration

• Collaborate with peers and other team members to review and improve on work process and resolve challenging issues.