Customer Service Consultant

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