Contract Executive, Customer Support (12 months)

Income; Singapore; On-site; SGD 36,000 - 51,000; Full time

Job summary

Income Singapore seeks a Customer Service Associate to handle inquiries about life and health insurance products via phone, email, and digital channels, ensuring accurate information and timely responses.

You will manage complaints, escalate when needed, stay compliant with policies, and contribute to process improvements while maintaining high service levels.

Qualifications

• Diploma/Degree holder.
• Minimum 1 year of customer service experience, preferably within insurance, financial services, or contact centre environment.
• Experience handling customer complaints, appeals, or case management would be advantageous.

Responsibilities

• Handle customer enquiries via phone, email and digital channels.
• Provide accurate information on policy coverage, claims, benefits, and service processes.
• Document interactions accurately and in accordance with company policies and regulatory requirements.

Skills

Customer service

Communication

Complaint handling

Team collaboration

Regulatory compliance

Education

Diploma/Degree holder

Tools

Microsoft Office

Excel

PowerPoint

Multimedia tools

Job description

Key responsibilities and roles associated with this position:

1. Customer Service & Enquiry Management

• Manage customer enquiries relating to life and health insurance products via phone, email, and digital channels.
• Provide accurate and timely information on policy coverage, claims, benefits, and service processes.
• Handle escalated customer enquiries through the integrated customer relationship management system.
• Ensure all customer interactions are documented accurately and in accordance with company policies and regulatory requirements.

2. Complaint Resolution & Case Management

• Investigate and manage customer feedback, complaints, and appeals professionally and objectively.
• Coordinate with internal stakeholders to facilitate prompt and effective resolution of customer issues.
• Keep customers informed through regular updates and proactive communication until case closure.
• Identify recurring issues and recommend solutions to improve service delivery.

3. Operational Excellence

• Maintain service quality and productivity standards in line with departmental objectives and service level commitments.
• Prepare operational reports, track service metrics, and support data collection activities.
• Work closely with colleagues and cross-functional teams to deliver a seamless customer experience.
• Share knowledge, support team initiatives, and contribute to a collaborative work environment.
• Participate in departmental projects, process improvement initiatives, and ad-hoc assignments as required.

4. 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.

5. Performance Management

• Managing time efficiently to meet key performance indicators and service level agreements (SLAs) and ensure timely responses to customer inquiries.
• Contribute ideas and recommendations to streamline processes and enhance customer experience.

6. Strong Communication Skills

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

7. Multi-tasking

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

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.

JOB SPECIFICATION AND COMPETENCIES

Diploma/Degree holder

EXPERIENCE

• Minimum 1 year of customer service experience, preferably within the insurance, financial services, or contact centre environment.
• Experience handling customer complaints, appeals, or case management would be advantageous

COMPUTER PROFICIENCY

• Microsoft Office
• Strong in Excel and Powerpoint
• Multi-media (audio, video, web-based systems)

PROFESSIONAL / TRADE QUALIFICATION (Advantageous)

• Insurance Certifications – BCP/PGI/HI/M9