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Associate - Call Centre (Live Chat)

1 week ago

Singapore The Great Eastern Life Assurance Company Limited Full time

Job Purpose
You will be part of the team in delivering service excellence and customer satisfaction in the Contact Centre. He / She will attend to phone enquiries from our policyholders and financial representatives and live chats from our financial representatives, effectively maintaining our Contact Centre’s high level of accessibility.
The Job
Attend to enquiries and requests from phone calls/live chats in a professional, efficient, accurate and prompt manner
Resolve customers’ / financial representatives’ complaints and problems at first touchpoint resolution with good closure
Update complete and accurate information on customer interaction in the Customer Relationship Management (CRM) system
Ensure effective and timely follow-up as promised to customers / financial representatives
Assess appeals and put up recommendation to Managers/Head/HOD
Perform additional or overtime duties during operational exigencies when required
Assist with ad-hoc initiatives/projects when delegated by management
Take accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks
Maintain awareness of industry trends on regulatory compliance, emerging threats and appropriate steps to mitigate the risks
Highlight any potential concerns/risks and proactively shares best risk management practices
Our Requirements
Diploma/degree holder qualifications with relevant experience will be preferred
Comfortable talking to customers from all walks of life
Comfortable chatting through typing via live chat system with financial representatives
Good interpersonal and communication skills
Possess a pleasant and cheerful disposition
A team player who works well in a dynamic environment
Candidates without prior experience may apply
High level of integrity, takes accountability of work and good attitude over teamwork
Takes initiative to improve current state of things and adaptable to embrace new changes
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