Senior Executive, Customer Experience and Enquiries

Agency for Integrated Care; Singapore; On-site; SGD 33,000 - 58,000; Full time

Job summary

Agency for Integrated Care (AIC) is seeking a dedicated customer service professional in Singapore to handle client enquiries, escalations, and appeals for long-term care schemes. You will coordinate with stakeholders to address requests and feedback, process back payments, and maintain accuracy in all administrative tasks.

You will ensure client updates are captured in the system, including care-of addresses and opt-outs, while supporting ad hoc projects as needed to improve service delivery

Qualifications

• Degree in any discipline with 1 year of experience in customer service or Diploma with 5 years of relevant experience.
• Good analytical, writing and interpersonal communication skills.
• Excellent customer service and interpersonal skills.
• Meticulous and inquisitive attitude with strong follow-up skills.
• Team player with initiative and able to work independently and under pressure.

Responsibilities

• Handle enquiries and coordinate with stakeholders to look into clients or caregivers requests and feedback to achieve closure on issues raised
• Process appeals and back payments accurately
• Maintain a 100% accuracy in administrative functions and generate letter reports within the time frame given
• Ensure clients' requests for updates are captured in the system, particularly adding care-of addresses and opt-out from long term care schemes.
• Ad hoc projects which may be assigned by supervisor

Skills

Customer service

Analytical skills

Interpersonal communication

Follow-up skills

Team player

Education

Degree in any discipline

Diploma with 5 years experience

Tools

Microsoft Office

Job description

Company description:

The Agency for Integrated Care (AIC) aims to create a vibrant care community for people to live well and age gracefully. AIC coordinates and supports efforts in integrating care to achieve the best care outcomes for our clients. We reach out to caregivers and seniors with information on staying active and ageing well, and connect people to services they need. We support stakeholders in their efforts to raise the quality of care, and also work with health and social care partners to provide services for the ageing population. Our work in the community brings care services and information closer to those in need. For more about us, please visit https://www.aic.sg.

Job description:

To ensure clients' enquiries, escalations and appeals for the long-term care schemes are responded and managed in a timely and client-centric manner

• Handle enquiries and coordinate with stakeholders to look into clients or caregivers requests and feedback to achieve closure on issues raised


• Process appeals and back payments accurately


• Maintain a 100% accuracy in administrative functions and generate letter reports within the time frame given


• Ensure clients' requests for updates are captured in the system, particularly adding care-of addresses and opt-out from long term care schemes.


• Ad hoc projects which may be assigned by supervisor

Job Requirements

• Degree in any discipline with 1 year of experience in customer service or Diploma with 5 years of relevant experience


• Good analytical, writing and interpersonal communication skills


• Excellent customer service and interpersonal skills


• Meticulous and inquisitive attitude with strong follow-up skills


• Team player with high level of initiative and able to work independently and under pressure.


• Proficiency in Microsoft Office