Contract Executive, Customer Support (12 months)
Contract Executive, Customer Support (12 months)
income insurance limited- Posted 5 hours ago
- Be among the first 10 applicants
Job Description
Job Description
Key responsibilities and roles associated with this position:
Diploma/Degree holder
Experience
Key responsibilities and roles associated with this position:
- Customer Service & Enquiry Management
- Manage customer enquiries relating to life and health insurance products via phone, email, and digital channels.
- Provide accurate and timely information on policy coverage, claims, benefits, and service processes.
- Handle escalated customer enquiries through the integrated customer relationship management system.
- Ensure all customer interactions are documented accurately and in accordance with company policies and regulatory requirements.
- Complaint Resolution & Case Management
- Investigate and manage customer feedback, complaints, and appeals professionally and objectively.
- Coordinate with internal stakeholders to facilitate prompt and effective resolution of customer issues.
- Keep customers informed through regular updates and proactive communication until case closure.
- Identify recurring issues and recommend solutions to improve service delivery.
- Operational Excellence
- Maintain service quality and productivity standards in line with departmental objectives and service level commitments.
- Prepare operational reports, track service metrics, and support data collection activities.
- Work closely with colleagues and cross-functional teams to deliver a seamless customer experience.
- Share knowledge, support team initiatives, and contribute to a collaborative work environment.
- Participate in departmental projects, process improvement initiatives, and ad-hoc assignments as required.
- Product / Service Knowledge
- Proactively, develop strong understanding of the products and services offered by Income to provide accurate information to customers
- Ensure to stay updated about product updates, process changes and new promotions.
- Performance Management
- Managing time efficiently to meet key performance indicators and service level agreements (SLAs) and ensure timely responses to customer inquiries.
- Contribute ideas and recommendations to streamline processes and enhance customer experience.
- Strong Communication Skills
- Must be able to communicate clearly and effectively, both verbally and in writing, to ensure customers understand the information provided.
- Multi-tasking
- Need to handle multiple task simultaneously, such as navigating systems, updating customer records, create ticket for escalation and address customer enquiries
- Compliance
- Adhere to company policies and procedures as well as legal and regulatory requirements during customer interactions.
- Team Collaboration
- Collaborate with peers and other team members to review and improve on work process and resolve challenging issues.
Diploma/Degree holder
Experience
- Minimum 1 year of customer service experience, preferably within the insurance, financial services, or contact centre environment.
- Experience handling customer complaints, appeals, or case management would be advantageous
- Microsoft Office
- Strong in Excel and Powerpoint
- Multi-media (audio, video, web-based systems)
- Insurance Certifications – BCP/PGI/HI/M9
More Info
Key Skills
Customer Service Enquiry Management
Insurance Certifications – BCP PGI HI M9
Integrated customer relationship management system
Multi-media audio video web-based systems
About Company
Skills:
accounting system , Microsoft Excel, Credit Management, Product Management, Fx, Trading Business, structured products, Corporate Treasury, Microsoft Word, Brokerage
Skills:
Microsoft Office, Microsoft Excel, Progress claims, Variation orders, Subcontract administration, Construction contracts
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Skills:
POS Systems, Excel, Ms Office, Power Point, import export regulations, operational procedures, anti-money laundering standards, Stock Management