Executive, Contact Centre

2 days ago

Singapore Singlife Full time

Join to apply for the
Executive, Contact Centre
role at
Singlife
Singlife is a leading homegrown financial services company, offering consumers a better way to financial freedom. Through innovative, technology-enabled solutions and a wide range of products and services, Singlife provides consumers control over their financial wellbeing at every stage of their lives.
Contact Centre Operations consist of:
Customer Service Hall manned by receptionists and Customer Service Executives (CSEs) who serve all walk-in customers and advisors
Inbound Call Centre manned by a team of CSEs and Team Leaders who answer calls from specific lines routed through AmazonConnect and Salesforce
Outsourced contact centre handles enquiries on portals and apps accessed by customers and advisors and Singlife accounts
The role is to deliver consistent customer experiences across multiple touchpoints (Hotlines and Customer Service pods) in accordance with the company’s service standards and quality objective
Handle customers’ enquiries, complaints and feedback across all business channels
Handle escalated calls by new team members and outsourced contact centre
Execute outgoing calls to contact new customers or follow-up with existing customers
Perform any other duties or projects assigned by Manager / Team Leads
Key Responsibilities
Attend to outbound calls/emails/cases on policy enquiries/requests from customers and advisors
Provide assistance to customers on the use of the Company’s portals and mobile app
Ensure every service request/feedback/complaint is followed through to closure within service standards
Comply with internal policies, procedures and the relevant laws and regulations
Assist in department procedures, workflows and administration
Education Qualifications
Tertiary Diploma
Required Capability
Customer obsessed and service-oriented individual with strong passion to help customers and deliver excellent service
Good understanding of customer journey and customers emotions at different touch points in retail insurance / financial services to be able to manage escalations
Great team player with willingness to support others
Great communicator (verbal / written) with maturity and empathy to be able to deliver consistent customer service experience
Fast learner to be able to pick up new skills / knowledge through training or guidance from senior team members
Passionate & self-motivated individual who is willing to go the extra mile and provide suggestions / feedback / insights for improvements that support delivering business objectives better / faster
Seniority level
Entry level
Employment type
Full-time
Job function
Business Development and Sales
Industries
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