Senior Executive, Contact Centre

Singlife; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

Singlife is seeking a customer-centric professional to deliver consistent service across walk-in and digital channels. You will assist customers with policies, portals and apps, and resolve enquiries with empathy within defined service standards.

The role emphasizes teamwork, rapid learning of new tools, and a proactive approach to improving customer experience in financial services.

Qualifications

• Customer-focused and service-oriented individual with a passion to help customers.
• Strong understanding of customer journey across retail insurance and financial services.
• Excellent written and verbal communication with empathy and patience.
• Team-oriented and willing to support colleagues; fast learner of new processes.

Responsibilities

• Handle customer enquiries, complaints and feedback across multiple channels.
• Assist customers with portals and mobile app usage and documentation.
• Ensure service requests are completed within established standards and timelines.
• Support department procedures, workflows and administrative tasks.

Skills

Customer-focused

Service orientation

Empathy

Team player

Verbal communication

Written communication

Fast learner

Self-motivated

Attention to detail

Education

Tertiary Diploma

Tools

Amazon Connect

Salesforce

Job description

Singlife is a leading homegrown financial services company, offering consumers a better way to 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 finding a better way to sustainability.

The merger of Aviva Singapore and Singlife was announced in September 2020 and created one of the largest homegrown financial services companies in Singapore in a deal valued at S$3.2 billion. It was 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 the transaction 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) who serve all walk-in customers and advisors
• Inbound Call Centre manned by a team of CSEs and Team Leaders who answer calls from specific lines routed through AmazonConnect and Salesforce
• Outsourced contact centre handles enquiries on portals and apps accessed by customers and advisors and 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 objective:
• 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 the relevant laws and regulations.
• Assist in department procedures, workflows and administration.

Education Qualifications

• Tertiary Diploma

Required Capability

• Customer obsessed and service-oriented individual with strong passion to help customers and deliver excellent service.
• Good understanding of customer journey and customers emotions at different touch points in retail insurance / financial services to be able to manage escalations.
• Great team player with willingness to support others.
• Great communicator (verbal / written) with maturity and empathy to be able to deliver consistent customer service experience.
• Fast learner to be able to pick up new skills / knowledge through training or guidance from senior team members.
• Passionate & self‑motivated individual who's willing to go the extra mile and giving suggestions / feedback / insights for any improvement that supports delivering business objectives better / faster.