Customer Service Analyst

AIA SINGAPORE PRIVATE LIMITED; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading insurance service provider in Singapore is seeking a Customer Service Analyst to be the first point of contact for walk-in customers. This role requires delivering high service standards and managing customer inquiries effectively. Candidates should have a diploma/degree and at least two years of experience in customer service, preferably in the insurance sector, with strong communication and problem-solving skills.

Qualifications

• Minimum 2 years of experience in customer service, preferably in the insurance industry.
• Have a passion to deliver customer-centric service.
• Resilient and able to work effectively under pressure.

Responsibilities

• Provide consistent and positive customer experience to all walk-in customers.
• Ensure accuracy and compliance for all customers' requests.
• Educate customers on the features and benefits of our digital tools.
• Handle and manage appeals, feedback and first level escalations.
• Constantly identify process improvements to improve overall customer experience.

Skills

Customer-centric service

Good communication skills

Attention to detail

Problem-solving skills

Team player

Education

Diploma or degree in any field

Job description

The key responsibility of Customer Service Analyst (CSA) is to be the first point of contact for all walk-in customers at the Service Centre. The CSA is expected to provide high service standards to customers who visit the Service Centre.

Responsibilities

• Provide consistent and positive customer experience to all walk-in customers.
• To ensure accuracy and compliance for all customers' requests.
• Educating customers on the features and benefits of our digital tools.
• Handle and manage appeals, feedback and first level escalations.
• Constantly identify process improvements with the objective to improve overall customer experience.

Requirements

• At least a diploma or degree of any field
• Minimum 2 years of experience in customer service, preferably in the insurance industry
• Have a passion to deliver customer-centric service
• Good communication skills, strong attention to detail and problem-solving skills
• Resilient and able to work effectively under pressure
• A team player with high level of commitment and flexibility