Job Description

Job Purpose

You will be part of the team in delivering service excellence and customer satisfaction in the Contact Centre. He/ She will attend to phone enquiries from our policyholders and financial representatives and live chats from our financial representatives, effectively maintaining our Contact Centre\xe2\x80\x99s high level of accessibility.

The Job

• Attend to enquiries and requests from phone calls/ live chats in a professional, efficient, accurate and prompt manner
• Resolve customers\xe2\x80\x99/ financial representatives\xe2\x80\x99 complaints and problems at first touchpoint resolution with good closure
• Update complete and accurate information on customer interaction in the Customer Relationship Management (CRM) system
• Ensure effective and timely follow-up as promised to customers/ financial representatives
• Assess appeals and put up recommendation to Managers/ Head/ HOD
• Perform additional or overtime duties during operational exigencies when required
• Assist with ad-hoc initiatives/ projects when delegated by management
• Take accountability in considering business and regulatory compliance risks and take appropriate steps to mitigate the risks
• Maintain awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company
• Highlight any potential concerns/ risks and proactively share best risk management practices

Qualifications

Our Requirements

• Diploma/ Degree holder qualifications with relevant experience will be preferred
• Comfortable talking to customers from all walks of life
• Comfortable chatting through typing via live chat system with financial representatives
• Good interpersonal and communication skills
• Possess a pleasant and cheerful disposition
• A team player who works well in a dynamic environment
• Candidates without prior experience may apply
• High level of integrity, take accountability of work and good attitude over teamwork
• Take initiative to improve current state of things and adaptable to embrace new changes

About Great Eastern

Established in 1908, Great Eastern places customers at the heart of everything we do. Our legacy extends beyond our products and services to our culture, which is defined by our core values and how we work. As champions of Integrity, Initiative and Involvement, our core values act as a compass, guiding and inspiring us to embrace the behaviours associated with each value, upholding our promise to our customers - to continue doing our best for them in a sustainable manner.

We work collaboratively with our stakeholders to look for candidates who exhibit or have the potential to embrace our core values and associated behaviours, as these are the key traits that we expect from our employees as they develop their careers with us.

We embrace inclusivity, giving all employees an equal opportunity to shine and play their role in exploring possibilities to deliver innovative insurance solutions.

Since 2018, Great Eastern has been a signatory to the United Nations (UN) Principles of Sustainable Insurance. Our sustainability approach around environmental, social, and governance (ESG) considerations play a key role in every business decision we make. We are committed to being a sustainability-driven company to achieve a low-carbon economy by managing the environmental footprint of our operations and incorporating ESG considerations in our investment portfolios; improving people\xe2\x80\x99s lives by actively helping customers live healthier, better and longer; and drive responsible business practices through material ESG risk management.

To all recruitment agencies: Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.

Great Eastern