Contract- Customer Care Executive (Voice)

Income Insurance Limited; Singapore; On-site; SGD 28,000 - 38,000; Full time

Job summary

Income Insurance Limited in Singapore is seeking a dedicated Customer Service Associate to manage customer interactions across voice, email, chat and other channels. You will handle inquiries, resolve issues, and ensure a positive experience for clients applying for and using income protection products.

You will develop strong product knowledge, adhere to SLAs, and collaborate with teammates to improve processes. Strong communication and multi-tasking are essential in this fast-paced environment.

Responsibilities

• Handle inbound customer calls promptly and professionally, addressing inquiries, concerns, requests, and complaints while delivering a positive customer experience.
• Make outbound calls for follow-ups, issue resolution, updates, verification, or surveys.
• Respond to email and live chat inquiries promptly, accurately, and professionally.
• Resolve complex or high-value customer inquiries accurately and empathetically.
• Develop strong knowledge of Income's products and promotions to provide accurate information.
• Manage time to meet KPIs and SLAs and ensure timely responses.
• Communicate clearly and effectively, verbally and in writing.
• Handle multiple tasks simultaneously, navigating systems, updating records and escalating tickets.
• Educate customers about products and self-service options; use contact center systems and CRM.
• Adhere to policies, procedures, and regulatory requirements during interactions.
• Collaborate with peers to improve processes and resolve issues.

Job description

Key responsibilities and roles associated with this position:

Customer Interactions

Ability to effectively manage customer interactions across multiple communication channels, with a primary focus on voice-based customer support:

• Inbound Calls (Primary Channel): Handle incoming customer calls promptly and professionally, addressing inquiries, concerns, requests, and complaints while delivering a positive customer experience.
• Outbound Calls: Conduct outbound calls for follow-ups, issue resolution, service updates, information verification, surveys, or other customer service-related activities as required.
• Email and Live Chat (As Required): Manage and respond to customer inquiries received through email and digital channels in a timely, accurate, and professional manner.

1. 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

1. 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.

1. Performance Management

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

1. Strong Communication Skills

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

1. Multi-tasking

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

1. 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.

1. Compliance

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

1. Team Collaboration

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