Contract Executive, Customer Support (12 months)

Income Insurance · Singapore

Apply on the company website

Key responsibilities and roles associated with this position:
1. Customer Service & Enquiry Management

Manage customer enquiries relating to life and health insurance products via phone, email, and digital channels.
Provide accurate and timely information on policy coverage, claims, benefits, and service processes.
Handle escalated customer enquiries through the integrated customer relationship management system.
Ensure all customer interactions are documented accurately and in accordance with company policies and regulatory requirements.

2. Complaint Resolution & Case Management

Investigate and manage customer feedback, complaints, and appeals professionally and objectively.
Coordinate with internal stakeholders to facilitate prompt and effective resolution of customer issues.
Keep customers informed through regular updates and proactive communication until case closure.
Identify recurring issues and recommend solutions to improve service delivery.

3. Operational Excellence

Maintain service quality and productivity standards in line with departmental objectives and service level commitments.
Prepare operational reports, track service metrics, and support data collection activities.
Work closely with colleagues and cross-functional teams to deliver a seamless customer experience.
Share knowledge, support team initiatives, and contribute to a collaborative work environment.
Participate in departmental projects, process improvement initiatives, and ad-hoc assignments as required.

4. Product / Service Knowledge

Proactively, develop strong understanding of the products and services offered by Income to provide accurate information to customers
Ensure to stay updated about product updates, process changes and new promotions.

5. Performance Management

Managing time efficiently to meet key performance indicators and service level agreements (SLAs) and ensure timely responses to customer inquiries.
Contribute ideas and recommendations to streamline processes and enhance customer experience.

6. Strong Communication Skills
• Must be able to communicate clearly and effectively, both verbally and in writing, to ensure customers understand the information provided.
7. Multi-tasking
• Need to handle multiple task simultaneously, such as navigating systems, updating customer records, create ticket for escalation and address customer enquiries
8. Compliance
• Adhere to company policies and procedures as well as legal and regulatory requirements during customer interactions.
9. Team Collaboration
• Collaborate with peers and other team members to review and improve on work process and resolve challenging issues.

JOB SPECIFICATION AND COMPETENCIES
Diploma/Degree holder
EXPERIENCE

Minimum 1 year of customer service experience, preferably within the insurance, financial services, or contact centre environment.
Experience handling customer complaints, appeals, or case management would be advantageous

COMPUTER PROFICIENCY

Microsoft Office
Strong in Excel and Powerpoint
Multi-media (audio, video, web-based systems)

PROFESSIONAL / TRADE QUALIFICATION (Advantageous)
• Insurance Certifications – BCP/PGI/HI/M9

As a Customer Support Executive, the role is to provide support and resolution for escalated enquiries from customers, agents, and customer servicing units such as branch and contact centre, on life and health insurance matters. The incumbent must deliver exceptional service by providing accurate information, resolving enquiries efficiently, and managing customer concerns with empathy and professionalism. They play a key role in enhancing the overall customer experience by building trust, ensuring timely resolution of enquiries and appeals, and contributing to continuous service improvement initiatives.

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