Customer Service Representative
Job Summary
This is a 6-month contract role focused on providing exceptional service for General Insurance policies. The candidate will handle inbound customer queries, resolve complaints, and ensure high levels of customer satisfaction. You will also be responsible for maintaining accurate records and collaborating with internal teams to ensure operational efficiency.
Responsibilities
- Handle inbound customer enquiries and requests professionally
- Resolve customer complaints and provide solutions
- Process policy renewals, cancellations, and reinstatements
- Maintain accurate customer records and database
- Collaborate with underwriters, claims, and finance departments
Required Skills
- COMGI, BCP, PGI, and HI certification
- 3+ years experience in insurance and call center
- Strong verbal and written communication
- Problem-solving and analytical skills
- Knowledge of service-to-sale model
Job Details
Responsibilities:
- Attend to all customer enquiries and requests via all communication channels promptly and professionally.
- Manage and resolve customer complaints and escalate when necessary to provide appropriate solutions and alternatives.
- Process policy renewals, cancellations and reinstatements accurately, adhering to company guidelines and regulatory requirements.
- Maintain accurate and up-to-date customer records and policy documentation in the company’s database.
- Collaborate with other departments including underwriters, claims and finance to ensure smooth operations and fast turnaround times.
- Build and maintain strong relationships with customers by delivering exceptional service and demonstrating professionalism, and integrity.
Capabilities and Qualifications:
- Diploma / Degree in any field; GCE ‘O’ Level, ITE or SPM holders with relevant experience will be considered.
- Must be COMGI, BCP, PGI and HI certified.
- Minimum 3 years of experience in General, Health and Life Insurances, and call center environment.
- Prior experience in customer service or insurance-related roles will be considered.
- Possess knowledge and understanding of the service to sale model.
- Ability to work independently and collaboratively in a fast-paced environment.
- Excellent problem-solving and analytical abilities to address customer concerns and find appropriate solutions.
- Excellent customer service phone etiquette.
- Strong verbal / written communication skills with the ability to listen actively and respond appropriately to customer needs.