At Now Health International, we are seeking a motivated and customer-focused Customer Service Representative to join our Singapore team. The ideal candidate will be passionate about delivering exceptional service and supporting our members with professionalism and care. If you thrive in a fast-paced, multicultural environment and are committed to making a positive impact, we would love to hear from you.
Minimum Requirements:
- Qualified to a degree level. Industry-specific qualifications are desirable but not essential.
- Comprehensive working experience in a customer service delivery environment, within the International Private Medical Insurance sector. Candidates with a general insurance background will also be considered.
- A demonstrable track record of providing excellent service to people at all levels in a multi-cultural, collaborative, team-oriented environment.
- Fully conversant with Microsoft Office; experience of using industry specific technology and/or the ability to quickly grasp new systems following training. Experience in working with a CRM system whereby all details of the customer, communication and service levels can be maintained and monitored is preferred.
- Willing to thoroughly learn and understand the plans and policies offered by the company.
- Able to work weekends and extended hours on occasions when required.
- Excellent written and spoken English plus Cantonese and/or Mandarin. Candidates with broader language capabilities will have a distinct advantage
Responsibilities
- As the primary contact for individual members, intermediaries, and corporate clients (customers), always maintain highly professional and courteous communications.
- Handle enquiries received via telephone, email and letter, Live Chat and WhatsApp ensuring that the company's brand values, principles, and styles are adopted and utilized for all external communication.
- Maintain excellent interpersonal relationships with customers, third parties and other Now Health International departments and offices.
- Handle sales calls in the absence of sales staff, obtaining sufficient information for a quotation or a call back.
- Take responsibility for delivering products and service which are appropriate to the customer's need and ensuring that the customer is treated in a fair, ethical and consistent manner.
- Deal with all instructions, queries, and service requests promptly, accurately and within company specified time frames or as promised to the customer.
- Ensure all customer documentation is complete prior to forwarding it to the relevant department and work flexibly within the team to support changing business needs.
- Work with the management team to identify areas of improvement and implement solutions in order to continually enhance the customer experience.
- Resolve complaints and service failures in line with regulatory record-keeping and escalation procedures.
- Maintain a very high standard of quality in terms of business integrity and the customer experience.
- Adhere to Best Practice Processes, Client Services Standards and to all relevant statutory or regulatory requirements, including Treating Customers Fairly and other FSA initiatives.
