Contact Centre Associate

This is a 1 year renewable contract position

Work location is in the East

The Customer Care Executive is responsible for delivering high-quality customer service primarily through voice channels (inbound and outbound calls), as well as digital channels (email and live chat) when needed. The role focuses on efficiently resolving inquiries, maintaining regulatory compliance, and driving customer satisfaction

Responsibilities

• Customer Interaction Management

  • Inbound Calls (Primary Focus): Answer incoming calls promptly to handle inquiries, resolve complaints, and address customer requests professionally.

  • Outbound Calls: Perform follow-ups, issue resolution, information verification, surveys, and service updates.

  • Email & Live Chat: Respond to written customer inquiries through digital channels accurately and within target response times

• Problem Resolution & Service Standards

  • Handle complex or high-value customer inquiries with an empathetic, positive approach.

  • Ensure accurate, efficient, and timely issue resolution to consistently meet Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)

• Product Expertise & Customer Education

  • Maintain up-to-date knowledge of the company's products, services, policy updates, and promotional offers.

  • Educate customers on self-service platforms to help them navigate solutions independently

• System Operations & Multitasking

  • Simultaneously navigate contact center telephony systems and Customer Relationship Management (CRM) tools while engaging with customers.

  • Log interaction records, update customer profiles, and generate escalation tickets accurately

• Compliance & Teamwork

  • Adhere strictly to corporate policies, operational procedures, and relevant legal/regulatory guidelines.

  • Work collaboratively with peers and cross-functional teams to resolve escalated cases and optimize operational workflows.

Requirements

• Diploma or Degree holder in any discipline

• Minimum 1 year of contact center experience in a Banking or Insurance environment

• Insurance Certifications: BCP, PGI, HI, M9 (Preferred)

• Proficient in Microsoft Office (Strong in Excel and PowerPoint) experienced with CRM and contact center software

• Strong verbal and written communication, multitasking ability, empathetic problem-solving, and time management

Applicants who are keen to apply for this position can apply directly or send latest CVs to [Confidential Information]

Alfred Lai
EA Reg No: R1545971
EA License No: 21C0434