Group Claims Hotline & Email Analyst – Customer Experience

SINGAPORE LIFE LTD.; Singapore; On-site; SGD 33,000 - 47,000; Full time

Job summary

Singlife in Singapore is seeking a customer service specialist to handle policy member and intermediary inquiries via calls and emails, with a strong customer-first approach and adherence to service standards.

You will guide customers on the use of company portals and mobile apps, manage escalations, and collaborate with internal teams to resolve servicing and claims issues, ensuring precise documentation.

Qualifications

• Minimum 2 years of experience in contact centre call and email handling.
• Familiar with contact centre systems and applications.
• Strong English and Chinese communicator with empathy.
• Customer-focused with ability to manage escalations.

Responsibilities

• Handle inbound and outbound communications with policy members, HR representatives, and intermediaries.
• Provide first-contact resolution and timely case follow-ups.
• Guide customers on portal and mobile app usage.
• Escalate and coordinate with claims and servicing teams as needed.
• Document cases accurately and follow internal procedures.

Skills

Bilingual English/Chinese

Customer service

Communication skills

Call handling

Education

Diploma or Bachelor's in Business/Customer Service/Medical

Insurance Certification (Preferred)

Tools

Contact centre software

Job description

Singlife in Singapore is seeking a customer service specialist to handle policy member and intermediary inquiries via calls and emails, with a strong customer-first approach and adherence to service standards.

You will guide customers on the use of company portals and mobile apps, manage escalations, and collaborate with internal teams to resolve servicing and claims issues, ensuring precise documentation.