Customer Service Excellence Specialist - Insurance (9 Months Contract)

RecruitFirst; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading recruitment agency in Singapore is seeking a Customer Service Excellence Specialist for a 9-month contract. This role focuses on enhancing customer experience through effective complaint management and service improvement initiatives. Ideal candidates will have prior customer service experience and strong communication skills. The position requires a detail-oriented individual committed to service excellence.

Qualifications

• Previous experience in customer service or complaints handling.
• Excellent written communication skills with a customer-centric tone.
• Ability to handle multiple tasks efficiently.

Responsibilities

• Draft clear and professional customer response letters.
• Handle customer complaints and ensure timely follow-up.
• Support process improvement efforts.

Skills

Customer service

Complaint handling

Strong written communication

Interpersonal skills

Organisational skills

Job description

Customer Service Excellence Specialist - Insurance (9 Months Contract)

About the Role We are looking for a proactive and detail-oriented Service Excellence Officer to support our customer experience initiatives. You will be responsible for managing customer feedback and complaints, drafting professional correspondence, and supporting process improvement efforts to uphold high service standards.

Key Responsibilities

• Draft clear, empathetic and professional customer response letters
• Handle customer complaints and feedback; ensure timely follow-up and resolution
• Work closely with internal departments (e.g. Claims, Telemarketing, Customer Service, Operations) to obtain information for case handling
• Support the Service Excellence Manager in enhancement of processes and service delivery standards
• Monitor customer feedback trends and provide recommendations for improvement
• Assist in preparing reports and documentation for service quality tracking
• Participate in service excellence programmes and ad‑hoc initiatives

Requirements

• Previous experience in customer service, service recovery, or complaints handling is required
• Prior experience in the insurance sector preferred
• Excellent written communication skills with customer‑centric tone
• Meticulous, organised, and able to handle multiple tasks efficiently
• Strong interpersonal skills and ability to collaborate across teams
• Proactive, resourceful and committed to service excellence