Associate, Call Centre

• You will be part of the team in delivering service excellence and positive customer experience primarily through Live Chat as part of our Contact Centre team
• Support the achievement of team and departmental service standards, productivity targets and quality objectives
• Attend to enquiries and requests from financial representatives or policyholders in a professional, efficient, accurate and customer-centric manner
• Resolve financial representatives’ or policyholders’ complaints and concerns effectively at first contact whenever possible, ensuring appropriate ownership and closure
• Where required, ensure calls to financial representatives or policyholders are promptly rendered
• Ensure all follow-up actions and service commitments are fulfilled within agreed timeline
• Assess appeals and put up recommendations to Manager, Head or HOD
• Escalate complex or exceptional cases to relevant departments and follow through to ensure timely resolution
• Maintain complete and accurate information of financial representatives’ interactions and policyholders’ service requests in Customer Relationship Management (CRM) system
• Perform additional duties and overtime support during operational exigencies when required
• Assist with ad-hoc initiatives or projects delegated by Manager, Head or HOD
• Possess a Diploma or degree holder qualifications, preferably with relevant working experience
• Hold Professional insurance certifications (e.g. M5, M9, HI or LOMA) and/ or have prior experience in the insurance industry, which would be an added advantage
• Demonstrate good interpersonal and communication skills, both written and verbal
• Have good listening and problem-solving abilities
• Are detail-oriented with strong customer centric-mindset
• Proficient in basic computer applications and CRM system
• Possess a pleasant and cheerful disposition
• Work effectively as a team player in a fast-paced and dynamic environment
• Are comfortable engaging with financial representatives through Live Chat and communicating with them or policyholders via phone
• Take accountability of work and possess a good working attitude

• You will be part of the team in delivering service excellence and positive customer experience primarily through Live Chat as part of our Contact Centre team
• Support the achievement of team and departmental service standards, productivity targets and quality objectives
• Attend to enquiries and requests from financial representatives or policyholders in a professional, efficient, accurate and customer-centric manner
• Resolve financial representatives’ or policyholders’ complaints and concerns effectively at first contact whenever possible, ensuring appropriate ownership and closure
• Where required, ensure calls to financial representatives or policyholders are promptly rendered
• Ensure all follow-up actions and service commitments are fulfilled within agreed timeline
• Assess appeals and put up recommendations to Manager, Head or HOD
• Escalate complex or exceptional cases to relevant departments and follow through to ensure timely resolution
• Maintain complete and accurate information of financial representatives’ interactions and policyholders’ service requests in Customer Relationship Management (CRM) system
• Perform additional duties and overtime support during operational exigencies when required
• Assist with ad-hoc initiatives or projects delegated by Manager, Head or HOD
• Possess a Diploma or degree holder qualifications, preferably with relevant working experience
• Hold Professional insurance certifications (e.g. M5, M9, HI or LOMA) and/ or have prior experience in the insurance industry, which would be an added advantage
• Demonstrate good interpersonal and communication skills, both written and verbal
• Have good listening and problem-solving abilities
• Are detail-oriented with strong customer centric-mindset
• Proficient in basic computer applications and CRM system
• Possess a pleasant and cheerful disposition
• Work effectively as a team player in a fast-paced and dynamic environment
• Are comfortable engaging with financial representatives through Live Chat and communicating with them or policyholders via phone
• Take accountability of work and possess a good working attitude
• Can manage high work volumes, multitasking effectively

How You Succeed

• Champion and embody our Core Values in everyday tasks and interactions.
• Demonstrate high level of integrity and accountability.
• Take initiative to drive improvements and embrace change.
• Take accountability of business and regulatory compliance risks, implementing measures to miti