Job Description

In this role, you will attend to and provide professional assistance to all customers and Financial Consultants on policy enquiries and transactions.
As part of this dynamic role, you will report to the Service Centre Manager, Customer Management and work closely with internal stakeholders to create a positive service experience and brand image for all customers. You will be situated onsite at the Service Centre at Marina One East Tower.

:

• Attend to all customers and Financial Consultants and provide professional assistance on policy enquiries and transactions.
• Respond and provide solutions to enquiries through emails or calls from customers and financial consultants.
• Support in ChatBot related initiatives. This includes, but not limited to, ensuring accuracy of knowledge contents, improving bot\xe2\x80\x99s experience, etc.
• Identify and suggest areas to improve process efficiency.
• Create a positive service experience and brand image for all customers.
• Work with different business units to provide a one stop solution to the customers.
• Effectively resolve feedback or issues raised by customers or financial consultants.
• Conduct audit checks on all related processes.
• Document processes, procedures and creates new workflow for new processes.
• Prepare and analyze statistics, reports and information for management.
• Train and guide new staff on the company\xe2\x80\x99s products, procedures and processes.
• Participate in projects in supporting other departments or functions.

Who we are looking for: Competencies & Personal Traits

• Customer-centric with the ability to work under pressure
• Excellent customer service and communication skills
• Strong command of English, both spoken and written
• Analytical mindset and skills
• Effective in problem solving
• Positive and resilient

Working Experience

• At least 1 year of customer service experience in insurance industry

Education

• Degree in Business Administration/Management

Language

• English
• Mandarin