Senior Executive in Customer Service Up to $6k Central Message 98913953 - Excellent Benefits Package

Job Description

Team Management

• Lead, mentor, and motivate the customer service team to achieve performance targets and deliver exceptional service.
• Conduct regular team meetings to communicate goals, share updates, and address any concerns and feedback.
• Define key performance indicators (KPIs) for the customer service team in alignment with organisational goals.
• Regularly track and analyse KPIs, providing insights to drive continuous improvement.
• Identify training needs for the customer service team and collaborate with the HR and Line Managers to address gaps.
• Conduct QA and regular coaching sessions to enhance the skills and knowledge of team members.

Customer Interaction

• Handle escalated customer enquiries and complaints, ensuring swift resolution and customer satisfaction.
• Support the team to handle incoming calls, emails, and message from insurance customers promptly and professionally. 
• Educate customers on insurance policies, coverage details, and additional services to enhance their understanding and satisfaction.

Service Excellence

• Strive for excellence in customer service by actively listening to customer needs and providing tailored solutions.
• Embed a customer feedback loop into customer service operations and provide insights and suggestions for process improvements.
• Investigate and resolve customer issues, collaborating with other departments when necessary.
• Monitor call investigations for complaint cases and escalate complex issues to the appropriate channels.
• Contribute to the strategy and development of a customer-centric culture organisation. 
• Work closely with cross-functional teams to streamline and enhance customer service processes, implementing best practices to optimise efficiency and improve the overall customer experience.  
• Maintain accurate and detailed records of customer interactions, feedback, and resolutions for tracking and analysis
• Recommend and support the implementation of tools to track customer interactions and gather insights

Requirements

• Diploma or equivalent with Certificate of General Insurance (CGI) or possession of General Insurance Certification &/or Certification on Health Insurance
• At least 2 years of managing a customer service team in the insurance industry 
• Strong analytical skills with the ability to interpret data and derive actionable insights
• Excellent communication and interpersonal skills
• Familiar with customer service KPIs and metrics

Benefits

• Variable bonus ranges: 1 to 3 mths (can be more, but all subject to performance)
  • 1st VB will be paid In December – typically 1 month, not linked to performance
  • 2nd VB will be paid March/April – this is tied to individual performance & dept’s KPI, quantum is decided by management
• 21 days of Annual Leave
  • Additional 3 days of Family Care leave (if child > 12 years of age)
• Early released on every Friday at 4.45pm
• $250 Dental & Optical Allowances

To apply, kindly send in your updated resume to [email protected] or message me at 98913953

We regret that only shortlisted candidates will be notified

Gao Yue Wen (R23118964)

RecruitFirst Pte Ltd (EA13C6342)