Perm Insurance Email Communications (Customer Service) #BYR

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 30,000 - 48,000; Full time

Job summary

RECRUIT EXPRESS PTE LTD is seeking a customer service specialist in the insurance domain. The role focuses on email enquiries and customer requests, interacting with customers and intermediaries to resolve queries within service standards.

The candidate should have experience in customer service and insurance operations, with exposure to policy servicing and correspondence. Training, templates, and SOPs support daily operations in a process-driven environment.

Qualifications

• Experience in Customer Service / Insurance Operations / Policy Servicing / Customer Correspondence / Contact Centre / Email Support
• Customer service or correspondence-handling experience
• Insurance experience, especially life, health or investment-linked products, is advantageous

Responsibilities

• Main channel is email – manage customer and intermediary enquiries
• Handle emails, letters and outbound calls where required.
• Provide a one-stop service, aiming to resolve enquiries at the first point of contact.
• Process routine customer requests based on established SOPs, product knowledge and approved templates.
• Handle straightforward and non-complex cases independently; escalate complex cases to Team Lead/relevant teams.
• Maintain accurate case records, follow-ups and audit trails, while meeting SLAs/service standards.
• Help resolve customer issues amicably and propose appropriate solutions within approved guidelines.
• Role is relatively process-driven and operational, not for complex decisions

Skills

Customer Service

Insurance Operations

Policy Servicing

Customer Correspondence

Email Support

Intermediaries Communication

First Contact Resolution

Education

Diploma or Degree

Tools

Salesforce

Job description

Summary

This is essentially acustomer service / correspondence role within insurance, focusing mainly on handlingemail enquiries and customer requests. The person will communicate with bothcustomers and intermediaries/advisers, ensuring queries are resolved accurately and within service standards.

Key Points

• Main channel is email– manage customer and intermediary enquiries

• Handleemails, letters and outbound callswhere required.

• Provide aone-stop service, aiming to resolve enquiries at thefirst point of contact.

• Processroutine customer requestsbased on establishedSOPs, product knowledge and approved templates.

• Handle straightforward and non-complex cases independently;escalate complex or exceptional casesto the Team Lead/relevant teams.

• Maintainaccurate case records, follow-ups and audit trails, while meetingSLAs/service standards.

• Help resolve customer issues amicably and propose appropriate solutions within approved guidelines.

• Role is relativelyprocess-driven and operational, rather than requiring the person to make complex decisions independently.

Job Requirements

• Experience in Customer Service / Insurance Operations / Policy Servicing / Customer Correspondence / Contact Centre / Email Support

• Customer service or correspondence-handling experience

• Insurance experience, especiallylife, health or investment-linked products, is advantageous

• Salesforce experience is a plus

• Diploma or Degree

• HI / M5 / M8 / M9certifications are advantageous, not mandatory