Lead, Web Communications & Customer Care

Singlife; Singapore; On-site; SGD 32,000 - 48,000; Full time

Job summary

Singlife in Singapore is seeking a customer-focused Associate to manage email enquiries, letters, and outbound calls, ensuring high service standards. You will work with advisers and customers, using templates and product knowledge to resolve routine issues efficiently.

Strong English communication, basic insurance knowledge, and proficiency in Salesforce will help you maintain accurate records and support first contact resolution. A collaborative team environment is offered.

Qualifications

• Experience in customer service or correspondence handling.
• Basic awareness of insurance products and customer service standards.
• Proficient English written and spoken communication.

Responsibilities

• Handle customer and intermediary interactions via emails, letters and outbound calls, following Singlife’s service standards and tone.
• Perform routine enquiries with some autonomy and process straightforward requests within approved guidelines.
• Apply SOPs and approved templates to resolve routine issues and support first contact resolution.
• Adapt knowledge to support ad hoc, non-complex enquiries and escalate complex cases to Team Lead.
• Ensure accurate case documentation in Salesforce and timely follow-up for audit trail and SLA adherence.

Skills

Customer service

Email handling

Salesforce

Time management

Education

Degree / Diploma

HI/M5/M8/M9 certificates advantageous

Job description

Singlife in Singapore is seeking a customer-focused Associate to manage email enquiries, letters, and outbound calls, ensuring high service standards. You will work with advisers and customers, using templates and product knowledge to resolve routine issues efficiently.

Strong English communication, basic insurance knowledge, and proficiency in Salesforce will help you maintain accurate records and support first contact resolution. A collaborative team environment is offered.