Customer Service Call Centre Executive (Insurance) #ESY

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 33,000 - 54,000; Full time

Job summary

Recruit Express Pte Ltd in Singapore is seeking to support its Contact Centre Operations, delivering consistent customer experiences across multiple touchpoints. The role involves handling inquiries, feedback and escalations with a focus on service standards.

You will assist customers using portals and the mobile app, participate in inbound/outbound communications, and contribute to smooth departmental workflows and administration as part of a dedicated team.

Responsibilities

• Attend to outbound calls/emails/cases on policy enquiries/requests from customers and advisors.
• Provide assistance to customers on the use of the Company's portals and mobile app.
• Ensure every service request/feedback/complaint is followed through to closure within service standards.
• Comply with internal policies, procedures and the relevant laws and regulations.
• Assist in department procedures, workflows and administration.

Job description

Contact Centre Operations consist of

• Customer Service Hall manned by receptionists and Customer Service Executives (CSEs) who serve all walk-in customers and advisors
• Inbound Call Centre manned by a team of CSEs and Team Leaders who answer calls from specific lines routed through AmazonConnect and Salesforce
• Outsourced contact centre handles enquiries on portals and apps accessed by customers and advisors and accounts
• The role is to deliver consistent customer experiences across multiple touchpoints (Hotlines and Customer Service pods) in accordance with the company's service standards and quality objective:
• Handle customers' enquiries, complaints and feedback across all business channels
• Handle escalated calls by new team members and outsourced contact centre
• Execute outgoing calls to contact new customers or follow-up with existing customers
• Perform any other duties or projects assigned by Manager / Team Leads

Key Responsibilities

• Attend to outbound calls/emails/cases on policy enquiries/requests from customers and advisors.
• Provide assistance to customers on the use of the Company's portals and mobile app.
• Ensure every service request/feedback/complaint is followed through to closure within service standards.
• Comply with internal policies, procedures and the relevant laws and regulations.
• Assist in department procedures, workflows and administration.

Anna See Sing Yee

CEI Reg R25157535

Recruit Express Pte Ltd

EA License No: 99C4599

We regret that only shortlisted candidates will be contacted