Executive, Contact Centre

3 weeks 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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