Executive, Contact Centre

Singlife Life Ltd; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

A leading financial services company in Singapore is seeking a Customer Service Executive to provide exceptional service across multiple channels. The role involves handling customer inquiries, ensuring service standards, and supporting team members. Ideal candidates are customer-focused, possess strong communication skills, and are eager to learn and improve.

Qualifications

• Strong passion to help customers and deliver excellent service.
• Good understanding of customer journey in retail insurance.

Responsibilities

• Attend to outbound calls/emails/cases on policy enquiries.
• Ensure every service request is followed through to closure.
• Assist in department procedures and administration.

Skills

Customer-obsessed

Service-oriented

Excellent verbal communication

Excellent written communication

Team player

Education

Tertiary Diploma

Job description

Singlife is a leading homegrown financial services company, offering consumers a better way to achieve financial freedom. Through innovative, technology-enabled solutions and a wide range of products and services, Singlife provides consumers control over their financial wellbeing at every stage of their lives.

In addition to a comprehensive suite of insurance plans, employee benefits, partnerships with financial adviser channels, and bancassurance, Singlife offers investment and advisory solutions through its GROW with Singlife platform. It also offers the Singlife Account, a mobile-first insurance savings plan.

Singlife is the exclusive insurance provider for the Ministry of Defence, Ministry of Home Affairs, and Public Officers Group Insurance Scheme. Singlife is also an official signatory of the United Nations Principles for Sustainable Insurance and the United Nations-supported Principles for Responsible Investment, affirming its commitment to sustainability.

The merger of Aviva Singapore and Singlife was announced in September 2020, creating one of the largest homegrown financial services companies in Singapore in a deal valued at S$3.2 billion, the largest insurance deal in Singapore at the time. Singlife was subsequently acquired by Sumitomo Life in March 2024, one of Japan’s leading life insurers, which valued Singlife at S$4.6 billion, making it one of the largest insurance deals in Southeast Asia.

Contact Centre Operations consist of:

• Customer Service Hall manned by receptionists and Customer Service Executives (CSEs) serving walk-in customers and advisors.
• Inbound Call Centre with CSEs and Team Leaders answering calls routed through AmazonConnect and Salesforce.
• Outsourced contact centre handling enquiries via portals and apps accessed by customers and advisors, including Singlife 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 objectives.
• 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 relevant laws and regulations.
• Assist in department procedures, workflows, and administration.

Education Qualifications:

• Tertiary Diploma.

Required Capabilities:

• Customer-obsessed and service-oriented individual with a strong passion to help customers and deliver excellent service.
• Good understanding of the customer journey and customer emotions at different touchpoints in retail insurance/financial services to manage escalations effectively.
• Great team player willing to support others.
• Excellent verbal and written communication skills with maturity and empathy to deliver a consistent customer service experience.
• Fast learner capable of acquiring new skills and knowledge through training or guidance from senior team members.
• Self-motivated individual willing to go the extra mile, providing suggestions, feedback, and insights for continuous improvement to support business objectives.