Senior Customer Service Executive

PURPOSE

The Senior Customer Service Consultant role is responsible to handle all customers’ enquiries and service requests across different communication channels (ie phone, email, web chat, social media and walk in service counter). In addition to enquiries handling, this role is also required to support escalation, handling of feedbacks/complaints and assist the managers on team briefing, scheduling and real time operational monitoring. The role promotes the positive image of the company by delivering competent, efficient, and remarkable service experience.

KEY ACCOUNTABILITIES

• Attend to customers and intermediaries enquires and service requests received across all communication channels, e.g. phone, e-mail, web-chat, Facebook and walk in service counter. • Deliver delightful service experience by providing accurate and timely response that meet our targeted service turnaround time. • Provide guidance and training to new joiners. • Comply with relevant regulations, internal guidelines, and procedures. • Support the business in achieving its financial goals and objectives • Manage customers’ complaints and feedback, escalate where necessary and collaborate with various internal stakeholders to achieve a fair outcome and resolution. • Support corporate projects & initiatives, and any tasks assigned.

QUALIFICATIONS / EXPERIENCE

- Diploma/Degree holder - At least 4 years of experience in customer service, sales support or contact centre functions in life or General insurance industry. - Preferably possess relevant insurance certifications (M5, M9, HI, PGI, BCP) - Able to work independently and within a team. - Experience in providing guidance or training.

KNOWLEDGE & TECHNICAL SKILLS

- Knowledge in life and general insurance - Excellent verbal and written communication skills. - Resourceful and with good problem-solving skills. - Able to handle multiple tasks simultaneously. - With positive and driven work attitude - Proficiency in MS Office skills and tech-savvy.