Customer Care Officer

7 days ago

Singapore UNITED OVERSEAS INSURANCE LIMITED Full time
Roles & Responsibilities

About the Division/Dept

The Customer Care Centre is responsible for driving customer service excellence and providing the best in-class customer service experience for all UOI customers.

Job Purpose

As a Senior Customer Care Officer / Customer Care Officer, you will play a pivotal role in ensuring the highest level of customer satisfaction. You will be responsible for handling inbound enquiries, resolving customer issues, and contributing to the development of a customer-centric organisational culture. Your passion for service excellence and commitment to creating a best-in-class customer experience will be essential in this role.

Main Responsibilities

Service Excellence

  • Handle incoming calls, emails, and messages from insurance customers promptly, professionally and within the service level agreement (SLA) target.
  • Provide the end-to-end customer service required to ensure a positive customer experience throughout the entire customer journey, achieving company NPS and CSAT targets.
  • Provide accurate information about insurance products, coverage, and claims processes.
  • Address customer queries, concerns, and complaints within the SLA turnaround time.
  • Educate customers on insurance policies, coverage details, and additional services to enhance their understanding and satisfaction.
  • Strive for excellence in customer service by actively listening to customer needs and achieving customer feedback rating targets.
  • Ensure customer feedback is communicated and that customer complaints and services are responded to – and recorded where necessary - within the company SLA.
  • Retrieve voicemails and follow up with customer with company SLA.
  • Support with Customer Retention to achieve company persistency targets.

Documentation and Record Keeping

  • Processing endorsements, cancellations and necessary amendments to policies as requested by the customer.
  • Maintain accurate and detailed records of customer interactions, feedback, and resolutions.
  • Report generation.
  • Arrange to dispatch of insurance documents including mail enveloping.
  • Payment collection for failed customer payments.
  • Undertake any other duties as may be assigned.

Requirements

  • Diploma or equivalent with Certificate of General Insurance (CGI). Fresh graduates from Polytechnics are welcome.
  • Possession of General Insurance Certification &/or Certification on Health Insurance will be an added advantage.
  • To have at least 2 years of working experience (preferably insurance and/or office work).
  • Proficiency in Microsoft Office.
  • Proficiency in English. Chinese an advantage.
  • Excellent customer-mindedness with good interpersonal and communications skills.
  • Independent, meticulous, organised and able to multi-task efficiently.
  • Works well in a team environment.
Tell employers what skills you have

Customer Retention
Able To Multitask
Customer Experience
General Insurance
Customer Satisfaction
Team Player
Customer Service
Customer Service Excellence
Service Excellence
Customer Service Experience

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