You will be supporting the Manager in managing daily operations, reviewing processes and team performance within the Digital Communications Team. This role also involves handling policyholders and distribution partners enquiries, resolving issues promptly and ensuring positive customer experience through effective communication and service delivery.
- Ensure that email requests from policyholders and distribution partners are followed through within agreed Service Levels (SL).
- Attend to email enquiries and requests in a professional, efficient, accurate, empathetic and prompt manner.
- Provide clear and accurate information on insurance products, policy details, billing and other related enquiries.
- Resolve policyholders and distribution partners issues at first touch and with good closure.
- Where required, ensure calls to policyholders and distribution partners are promptly rendered.
- Provide guidance and support to team members, especially junior staff in handling daily work and managing challenging conversations.
- Review feedback, perform regular quality checks and coach team members (where necessary) to improve performance and service quality.
- Handle and manage complaints proactively, ensuring timely resolution and satisfaction. Identify cases that may escalate to senior management or regulatory bodies and pre-emptively resolve them or bring them to the immediate attention of the Manager.
- Assess appeals and put up recommendations to the Manager or the Head of Department (HOD).
- Review and recommend process improvements to workflows to enhance efficiency and customer experience.
- Prepare and analyse SL or trend reports to HOD or senior management on a regular basis.
- Other projects or ad-hoc assignments/ tasks delegated by the Manager or HOD.
- Perform additional or overtime duties during operational exigencies when required.
- Diploma/ Degree holder qualifications with relevant experience of at least 3 years will be preferred. Candidates with Professional Certification in Insurance (i.e. M5, M9, HI or LOMA) / work experience in the insurance industry will be an added advantage.
- Strong communication (both oral and written) and interpersonal skills.
- Good listening and problem-solving skills.
- Meticulous and customer centric.
- Proficient in basic computer applications and CRM systems.
- Good at handling difficult conversations and customers
- Ability to handle high volumes and multitask under pressure.
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Work Locations
SG-GE Changi
Job
Customer Services
