6 Months Contract Analyst, Customer Service/Emails (Financial Institution) #TBCX

Job Description:

• Handling inbound and outbound communications with policy members, HR representatives, and intermediaries in a timely, professional, and customer-centric manner.
• Deliver end-to-end service by managing enquiries via calls and emails, with a strong focus on first-contact resolution.
• Proactively follow up on cases to ensure enquiries, requests, feedback, and complaints are resolved within established service standards.
• Provide guidance and support to customers and intermediaries on the use of the Company’s portals and mobile applications.
• Manage escalated calls and cases effectively, ensuring appropriate resolution and service recovery.
• Collaborate with internal and external stakeholders to resolve servicing issues and claims-related matters efficiently.
• Perform accurate case documentation, after-call work, and administrative tasks in accordance with internal procedures and compliance requirements.
• Identify recurring issues, provide feedback, and recommend process improvements to enhance customer experience and Net Promoter Score (NPS).
• Ensure full compliance with internal policies, procedures, and applicable regulatory and data protection requirements.
• Undertake any other duties assigned by the Manager or Team Leads.

Requirements:

• Minimum 2 years of experience in contact centre call and email handling.

How to Apply:

Interested applicants, please email your resume to [email protected]

Kindly note that only shortlisted candidates will be contacted.

Zoey Chng Chu Xin

CEI No: R24125496

Recruit Express Pte Ltd

EA Licence No: 99C4599