Service Excellence Officer (Insurance, Office hours, Central, Maternity cover)

RecruitFirst; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading recruitment agency in Singapore is seeking a Service Excellence Officer to enhance customer satisfaction. Responsibilities include drafting professional correspondence and collaborating with teams to resolve complaints. Ideal candidates have experience in customer service and strong written communication skills. This is a 9-month maternity cover position offering a salary of up to $5500 per month.

Qualifications

• Previous experience in customer service or a similar role.
• Ability to draft clear and empathetic correspondence.
• Strong attention to detail and organizational skills.

Responsibilities

• Draft clear, professional apology letters to customers.
• Collaborate with departments to enhance customer loyalty.
• Support in managing and resolving customer complaints.
• Monitor trends in customer feedback for recurring issues.
• Contribute to reporting on service metrics.

Skills

Excellent written communication

Customer service experience

Attention to detail

Organizational skills

Job description

Service Excellence Officer (Insurance, Office hours, Central, Maternity cover)

RecruitFirst is hiring! You will be outsourced to:

Location: Central

Duration: 9 months contract (maternity cover)

Working Hours: Mon - Fri, 8:30am – 5:30pm

Salary: Up to $5500 per month

Job Description:

Draft clear, empathetic, and professional apology letters to customers, ensuring all communications reflect our company’s values and standards.

Collaborate with various departments to drive customer loyalty and satisfaction; such as Claims, Telemarketers, Customer Service Teams and Operations.

Support the Service Excellence Manager in identifying and implementing process improvements to enhance the customer journey and overall satisfaction.

Assist in the management and resolution of customer complaints and feedback, ensuring timely and effective responses.

Collaborate with internal teams to gather information and insights needed for complaint resolution and process enhancements.

Monitor trends in customer feedback and complaints to identify recurring issues and recommend solutions.

Contribute to regular reporting on customer service metrics and improvement initiatives.

Support other service excellence activities and projects as required.

Requirements:

Previous experience in customer service, complaints handling, or a similar role.

Excellent written communication skills, with the ability to draft clear and empathetic correspondence.

Strong attention to detail and organizational skills.