Customer Care Executive (Voice) - 12 months contract renewable

Income Insurance Limited; Singapore; On-site; SGD 36,000 - 60,000; Full time

Job summary

Income Insurance Limited is seeking a Customer Care Executive to deliver high standards of service across voice, email, and chat channels in Singapore. You will manage inquiries, resolve issues, and uphold SLAs while maintaining empathy and accuracy. The role emphasizes communication skills and teamwork within the contact centre.

Join a dynamic team focused on customer experience and compliance in a fast-paced environment.

Qualifications

• Minimum 3 years of experience in a contact centre environment.
• Diploma of any discipline is required.
• Strong verbal and written communication skills with a customer-first mindset.

Responsibilities

• Handle inbound calls promptly and professionally, resolving inquiries and complaints.
• Conduct outbound follow-ups and information verification.
• Respond to emails and live chat in a timely and accurate manner.
• Maintain accurate customer records and comply with SLAs.

Skills

Voice-based support

Multi-channel communication

Inbound calls

Outbound calls

Email & Live chat

Empathy

Problem resolution

Time management

CRM software

Team collaboration

Compliance

Education

Diploma of any Discipline

Tools

CRM software

Phone systems

Job description

The Customer Care Executive is responsible for delivering a high standard of customer service and ensuring a positive customer experience. This role requires excellent communication skills and the ability to confidently manage customer interactions across multiple channels, including phone, email, and live chat, with a primary focus on voice-based support.

Ability to manage customer interactions effectively 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.

Education and Requirements

• Minimum 3 years of experience in contact centre environment

• Diploma of any Discipline

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

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.

Performance Management

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

Strong Communication Skills

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

Multi-tasking

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

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.

Compliance

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

Team Collaboration

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