Voice Support & Resolution Specialist

Income Insurance Limited; Singapore; Sur place; SGD 28 000 - 38 000; Plein temps

Résumé du poste

Income Insurance Limited in Singapore is seeking a dedicated Customer Service Associate to manage customer interactions across voice, email, chat and other channels. You will handle inquiries, resolve issues, and ensure a positive experience for clients applying for and using income protection products.

You will develop strong product knowledge, adhere to SLAs, and collaborate with teammates to improve processes. Strong communication and multi-tasking are essential in this fast-paced environment.

Responsabilités

• Handle inbound customer calls promptly and professionally, addressing inquiries, concerns, requests, and complaints while delivering a positive customer experience.
• Make outbound calls for follow-ups, issue resolution, updates, verification, or surveys.
• Respond to email and live chat inquiries promptly, accurately, and professionally.
• Resolve complex or high-value customer inquiries accurately and empathetically.
• Develop strong knowledge of Income's products and promotions to provide accurate information.
• Manage time to meet KPIs and SLAs and ensure timely responses.
• Communicate clearly and effectively, verbally and in writing.
• Handle multiple tasks simultaneously, navigating systems, updating records and escalating tickets.
• Educate customers about products and self-service options; use contact center systems and CRM.
• Adhere to policies, procedures, and regulatory requirements during interactions.
• Collaborate with peers to improve processes and resolve issues.

Description du poste

Income Insurance Limited in Singapore is seeking a dedicated Customer Service Associate to manage customer interactions across voice, email, chat and other channels. You will handle inquiries, resolve issues, and ensure a positive experience for clients applying for and using income protection products.

You will develop strong product knowledge, adhere to SLAs, and collaborate with teammates to improve processes. Strong communication and multi-tasking are essential in this fast-paced environment.