PURPOSE
Promote the image of the company by providing and delivering competent, efficient and qualitycustomer services at service standard levels above the peers in the market.
KEY ACCOUNTABILITIES
- Responsible to attend to direct customers enquires and requests (including New Business,Renewals, Policy Servicing, Claims, and Premium Management) through all customer's communication channels eg phone, e-mail, social media, counter etc.
- Delivering high quality, accurate and prompt service to customers meeting or exceeding respective service levels and turnaround times.
- Complying with the relevant regulations, internal policies and procedures in the service delivery.
- Support the business in achieving its financial goals and objectives and participate in cross functional initiatives aligned with the Business Development Plan.
- Strike the right balance between the needs of the direct customers and the company.
- Manage 1st level customers complaints, escalate where necessary and collaborate with various internal stakeholders in order to achieve fair outcomes according to the complaint resolution process.
- Support Corporate Projects & Initiatives
- Any other ad hoc tasks and projects.
QUALIFICATIONS / EXPERIENCE
- GCE O Level / Diploma holder
- At least 1 - 3 years of experience in the front line customer service/sales support function preferably in general or life or both insurance industry.
- Preferably possess relevant insurance certifications.
- Positive and driven work attitude.
- Able to work independently and within a team.
- Having Contact Centre experience will be an advantage
KNOWLEDGE, SKILLS & ABILITY
- Excellent verbal and written communication skills.
- Able to handle multiple tasks simultaneously.
- Work as a team member in a team environment.
- Familiar with a wide range of personal insurance products.
- Proficiency in MS Office skills and generally tech-savy
