Insurance Customer Care Specialist - Surveys & Escalations

Recruit Express Pte Ltd; Singapore; On-site; SGD 42,000 - 64,000; Full time

Job summary

Recruit Express Pte Ltd in Singapore seeks a customer service professional to conduct surveys, handle queries and feedback within defined timelines, and resolve issues in the financial services sector.

The role demands strong communication, active listening and problem-solving skills, with the ability to work independently, multitask, and meet service timelines. Proficiency in MS Excel is preferred; CMFAS certifications are advantageous.

Qualifications

• 3-5 years of Customer Service experience within the Financial Services industry.
• Experience in customer call surveys, feedback and complaint handling.
• Experience in escalated complaints and service recovery preferred.
• Knowledge of financial advisory processes, insurance and investment products is advantageous.
• Strong communication, active listening and problem-solving skills.
• Able to work independently, multitask and meet service timelines.
• MS Excel proficiency preferred.
• CMFAS certifications preferred.

Responsibilities

• Conduct customer call surveys accurately and within required timelines.
• Handle customer queries, feedback and complaints professionally and promptly.
• Identify cases requiring clarification, follow-up or escalation.
• Manage escalated complaints, service recovery and follow-ups.
• Support customer service projects and process improvement initiatives, including user testing, data preparation and issue tracking.
• Maintain clear and accurate documentation of customer interactions.

Skills

Customer service

Communication

Active listening

Problem solving

Multitasking

Independence

Education

CMFAS certifications

Tools

MS Excel

Job description

Recruit Express Pte Ltd in Singapore seeks a customer service professional to conduct surveys, handle queries and feedback within defined timelines, and resolve issues in the financial services sector.

The role demands strong communication, active listening and problem-solving skills, with the ability to work independently, multitask, and meet service timelines. Proficiency in MS Excel is preferred; CMFAS certifications are advantageous.